Professional Telephone Skills Training Course

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 the PD Training course you will learn 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