Course length

1 day

Who is it for?

This course is designed for all any-one who need to communicate in a confident and professional manner on the telephone. It is suitable for those who have contact with customers on switchboards, reception, and customer services/ call desks. The recommended maximum is 12 delegates.

What will I learn?

By the end of this course you will:

  • Present a professional image of themselves and their company
  • Communicate confidently and handle calls with courtesy, efficiency and enthusiasm
  • Demonstrate good listening skills
  • Manage difficult and aggressive calls
  • Keep accurate records of calls
  • Close calls by summarising the key points/ action agreed

Course contents

Creating a Professional Image on the Telephone

  • Understanding how customers form their impressions
  • First and last impressions
  • Providing a Professional Service

Handling Calls

  • Preparing for calls
  • Guidelines for making and taking calls
  • Controlling the call
  • Ending the call
  • Record keeping

Communication Skills

  • Listening skills
  • Using empathy to build a relationship with the caller
  • Techniques to improve your telephone voice

Dealing with Difficult Callers

  • Resolving complaints and problems
  • Managing demanding customers in a positive way
  • Dealing with telephone rage

What our delegates say

"Very good day, particularly enhanced as the trainer adapted the course through the day to meet our needs" – Awdry Bailey & Douglas

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