Course Overview
The telephone is used as a very efficient way of closing a sale, making a purchase or converting complainers into loyal customers. It is essential that all telephone communication is of the highest standard of professionalism.
In face to face conversations, 38 % of impact is achieved through the voice: in telephone contact, that increases to 78%! So it’s important to convey the right image and professionalism through the voice.
The one day GBS Telephone Techniques course has been designed for staff at all levels who communicate with customers and/or colleagues via the telephone and provides the skills and techniques required to maintain a confident, professional and friendly telephone manner.
Please note, this course can be delivered either face to face, virtually, or it can be delivered with a blend of both formats.
Typical learning outcomes
- Handle customer calls with courtesy, enthusiasm and friendly efficiency
- Develop a consistent company approach to telephone communications
- Build rapport effectively
- Learn how to demonstrate listening (and not just hearing)
- Note caller needs, and respond with questions designed to elicit other information
- Maintain a professional company image in all telephone activity
- Be able to deal with difficult callers
- Close calls by summarising outcomes and agreed actions
- Develop a personal action plan
Course format options
Other Customer Service and Sales Courses
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