Learn how to communicate more professionally on the telephone, manage difficult customers, improve your listening skills and much more with our 1-day, Professional Telephone Skills Course. This course was developed to help your staff conduct better, business-related phone conversations and provide excellent service and support via the telephone.

In this PD Training Signature Series course you will learn key skills like improving your phone "voice", what words should never be used, how to use effective questioning techniques, dealing with angry customers, what to say when leaving voicemails, staying in control of the call and much more.

This practical and engaging training course is available now throughout Australia, including Brisbane, Sydney, Melbourne, Adelaide, Parramatta, Canberra and Perth.

Learning Outcomes

Learn how to provide effective client service over the phone
Project a professional image over the phone
Master a professional, effective & reassuring telephone voice
Gain client's trust using proven communication techniques
Learn to question effectively over the phone
Master proven techniques to professionally manage irate customers
Learn tips for handling a busy reception
Phrase words more effectively for positive and clearer communication
Establish the right words for unambiguous, positive & productive communication
Leave effective voicemail messages

Course Outline

Professional Telephone Skills Training Course - Lesson 1

Providing Effective Client Service

Welcome
The Ten Commandments of Good Business
What Makes An Effective Client Communicator?
The Seven Deadly Sins of Service
Reflection

Professional Telephone Skills Training Course - Lesson 2

Your Personality/Your Telephone Voice

LDP Review – Communication Evolution Tool
The Communication Model
The ABCDE (Five Qualities) of a Good Telephone Voice
Your Welcome – Should HAIL
Voice Modulation – The 6 P’s to Para verbal Communication
Reflection

Professional Telephone Skills Training Course - Lesson 3

Gaining Your Client’s Trust

You Never Get a Second Chance to Make a Good First Impression
Create a Positive First Impression:
4 Key Parts to Your Phone Greeting
Put Your Clients at Ease with Positive Language
Show Urgency
Getting to the Point Quickly - Saying Too Much
Ending a Call Politely and Professionally
Put It Into Practice
Reflection

Professional Telephone Skills Training Course - Lesson 4

Handling Barriers Over The Phone

Managing the 5 Barriers
Words That Must Never Be Used
Reflection

Professional Telephone Skills Training Course - Lesson 5

Effective Questioning

WIIFM
Good Questioning Techniques
Ask Yourself the Following 5
Open and Closed Questions
Clarifying Questions
Seek Satisfaction/Understanding
Questions to Keep Control of the Call
Arrange When You Will Call Them Back
Reflection

Professional Telephone Skills Training Course - Lesson 6

Irate Clients

How to Deal with Angry Clients
The Challenge of Angry Clients
Do Not Allow Negative Emotions to Affect You
High Emotion – Low Intelligence
Use the HEAT to Defuse an Irate Client
Reflection

Professional Telephone Skills Training Course - Lesson 7

Prepare Yourself

Planning Phone Calls
Check Your Ringtone
Transferring Calls
Asking a Client to Hold
Taking Messages
Reflection

Professional Telephone Skills Training Course - Lesson 8

Reception Tips

Serving Clients at the Reception: The Dos
Serving Clients at the Reception: The Don’ts
Reflection

Professional Telephone Skills Training Course - Lesson 9

Professional Voicemail Messages

What to Include in a Voicemail Message?
Customised Messages for Different Callers
Closed Greeting
Internal Greeting
Practice, Practice, Practice
Reflection

Professional Telephone Skills Training Course - Lesson 10

Reflections

Create an Action Plan
Accountability = Action