Telephone Skills

Activia Training
Course summary
1 day
197 GBP excl. VAT
Birmingham, Bristol, Leeds, Leicester, London, Manchester - Show all  
Next available date: Enquire for more information - Manchester
Open / Scheduled

Course description

Our Telephone Skills course will push your skills to a new level.

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

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Training Course Content

Introduction and Course Overview
Exercise: Getting To Know You
Knowledge / Skill Checklist
First Impressions
  • Why Communication Goes Wrong
  • Building Rapport
  • Communication Methods
  • Personal Communication Style Questionnaire
Telephone Skills
  • Telephone Skills Self Diagnostic
  • Inappropriate Language/Phrases Exercise
  • Effective Telephone Communicators
  • Poor Telephone Communicators
The Factors of The Voice
  • Power
  • Pitch
  • Pronunciation
  • Pace
  • Inflection/Emphasis
Six Steps to Handling An Incoming Call
  • Good and Poor Statements on the Phone
  • Warm Transfer of Calls
  • Message Taking
Questioning Techniques
  • What are Open Questions?
  • What are Closed Questions?
  • T.E.D. Technique for Open Questions
  • Funnelling Technique
Listening Skills
  • Listening Skills Questionnaire
  • Listening Skills Tips/Techniques
Telephone Work - Standards Monitoring Checklist
  • Role Play: Guidelines for Observer Feedback
  • Car wars exercise
  • Assertiveness, Aggressiveness and Passivity
  • Assertiveness - The 3 Steps
  • Assertive Skill Practice
15 top tips for building trust and rapport
Influencing: Preparation
  • Influencing Tactics
Dealing with Anger
  • Irate People - Tips and Tactics
Your Personal Action Plan

Why choose Activia Training

25 years of training businesses

10 centers nationwide

278 active courses

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About provider

Activia Training

Activia Training

When you organise your training, you need a partner who is able to deliver the skills improvements you need, and Activia have grown into a major UK provider on the strength of excellence in key areas. Whether it's competitive prices,...

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Contact info

Activia Training

Regus House, 268 Bath Road
SL1 4DX Slough

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www.activia.co.uk Course homepage


Average rating 4.4

Based on 92 reviews

It was an enjoyable course and the trainer was very attentive and welcoming.
Tutor gave me lots of useful information and advice, not only about telephone skills but also about looking for work in administration.
very good teacher, made the day interesting and worthwhile and always answered questions thoroughly.
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