Telephone Skills & Structure

• Focus before picking up the telephone
• Make a positive first impression
• Structure inbound and outbound calls
• Screen calls and direct enquiries
• Lead calls forward in a timely manner
• Close calls and summarise the outcome
• Handle unwanted sales calls assertively
• Active listening & Effective questioning
• Rapport building, Matching and mirroring
• Accurate message taking

Telephone Awareness

• The importance of telephone manner
• Identify your strengths and weaknesses
• Manage visitors and callers simultaneously
• Understand why people can be challenging

Telephone Manner

• Greet callers with confidence and clarity
• Use voice inflection to show enthusiasm
• Adapt your pitch and pace for customers
• Positive and negative phrases
• Place callers on hold correctly
• Transfer calls professionally
• The do’s and don’ts over the telephone

Handle Difficult Situations by Telephone

• Take responsibility and show interest
• Use empathy statements
• Control reactions & keep calm under pressure
• Calm angry and aggressive people
• Techniques to present bad news positively
• Regain the trust of let down customers

• Training can be delivered at your premises or a venue of your choice throughout the UK.
• Course length, topics, delivery style and practical's are tailored to your requirements.
• Bespoke Course Manual & Certificate Awarded.

• Course Length: 1 day (9.30am - 5pm).
• Course Manual & Certificate Awarded.
• A maximum of 6 delegates per course ensures plenty of personal coaching is given and

     individual needs are met.