Professional Telephone Skills

Activia Training
Course summary
Length: 1 day
Price: 199 GBP excl. VAT
Language: English
Course type: Open / Scheduled
Next available date: 01/12/2017 09:15 - London
Course Dates
01/12/2017 09:15  (English)
199 GBP
12/12/2017 09:15  (English)
199 GBP
Milton Keynes
01/12/2017 09:15  (English)
199 GBP
16/01/2018 09:15  (English)
199 GBP
05/12/2017 09:15  (English)
199 GBP
26/01/2018 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

Regus House, 268 Bath Road
SL1 4DX Slough

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Reviews by course attendees

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