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Professional Telephone Skills

Activia Training
Course summary
Length: 1 day
Price: 199 GBP excl. VAT
Language: English
Course type: Open / Scheduled
Next available date: 09/06/2017 09:15 - Nottingham
Course Dates
Nottingham
09/06/2017 09:15  (English)
199 GBP
01/09/2017 09:15  (English)
199 GBP
London
16/06/2017 09:15  (English)
199 GBP
27/06/2017 09:15  (English)
199 GBP
Milton Keynes
16/06/2017 09:15  (English)
199 GBP
25/07/2017 09:15  (English)
199 GBP

Course Description



To raise the awareness of customer service on the telephone and assist delegates in providing telephone service excellence.

Training Course Content


  • Introduction and Course Overview

  • Exercise: Getting To Know You

  • Knowledge / Skill Checklist

  • First Impressions

  • Communication

  • Telephone Skills

  • The Factors of The Voice

  • Six Steps to Handling An Incoming Call

  • Questioning Techniques

  • Listening Skills

  • Telephone Work - Standards Monitoring Checklist

  • Assertiveness

  • 15 top tips for building trust and rapport

  • Influencing: Preparation

  • Dealing with Anger

  • Your Personal Action Plan


Who Should Attend



All staff members who use the telephone as part of their normal duties.

Provider: Activia Training

Activia Training

With Activia, business training comes the way you want it : at your place or ours; off-the-shelf or bespoke; scheduled public classes or closed private courses matched to your requirements....


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Contact information for Activia Training

Activia Training



Berkshire
Regus House, 268 Bath Road
SL1 4DX Slough

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Reviews by course attendees

          (5)
Gianluca Cina   |   01/06/2016
everything was perfect
          (4)
Andrea Gration   |   27/04/2016
great trainer - really engaging - would definately recommend
          (4)
Joanne Jones   |   25/04/2016
Mike was a great trainer.
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