Essential Telephone Techniques

Overview

This workshop focuses on improving delegates’ confidence and influencing skills when dealing with people on the telephone. Participants have the opportunity to discuss difficulties they face, explore a range of ideas for handling different kinds of telephone situations, and practise the key skills needed to deal with others over the ‘phone.

Outcomes

At the end of this training programme participants will be able to:

• Understand the principal skills needed to use the telephone effectively, and correctly use their voice, language and a professional approach to influence others
• Create the right impression of their organisation and themselves when handling different kinds of telephone situations
• Build rapport confidently with customers they can’t see
• Obtain the information they need efficiently and effectively
• Use the time with the customer to maximise potential influencing opportunities
• Handle difficult people and situations confidently and professionally

Content

• The Communication Model – why telephone communication is more challenging than face to face conversation, and the key skills involved
• Shaping customers’ perception of you and your organisation – recognising customers’ needs and expectations and developing rapport quickly
• Dealing assertively and professionally with different types of customers
• Questioning skills to elicit information efficiently; listening skills to demonstrate understanding and develop relationships
• Handling difficult customers constructively


Pre-Course Work

None

Stand & Deliver was formed in 1993 as a specialist provider of Presentation Skills. From that small beginning in Kendal, Cumbria and through careful management, it has grown yearly in aspects of turnover, number of clients and trainers.

At the same time, the range of our training and development programmes has widened in response to the needs of our clients. We never forget that we are privileged to be chosen by them. We are proud of the fact that clients keep asking us to take on new assignments for them and we work diligently to maintain our reputation for rapidly developing cost-effective learning and development.

Each programme, or workshop is designed and delivered by one of our handpicked, specialist training consultants. Our services are delivered throughout the UK and overseas and are backed by an efficient Course Support department.