Professional Telephone Skills
Duration Half a day
Overview
As more of us work remotely, having good telephone communication skills is essential. In this course, participants learn how to communicate much more effectively on the telephone – when both speaking, and actively listening.
The training also covers techniques for managing difficult or distressed customers, having tough conversations, negotiating, staying in control of the conversation, improving phone ‘voice’ tonality and enunciation to be heard and understood, effective questioning techniques, what to say when leaving voicemails and much more.
Target Audience
This training is highly beneficial for anyone having to work virtually or whose role requires telephone or audio communications via communication platforms like Zoom, MS Teams etc. The training will be specifically customised by Glass Rock Solutions for your group of attendees.
Learning Outcomes
- Understand the difference between customer service and customer care.
- Understand the structure of quality customer service and customer care.
- Know when to provide customer service and when to provide customer care.
- Learn how to gain a client’s trust in an environment where they are time poor and have multiple competing priorities.
- Understand how to project a professional image over the phone.
- Understand how to hear what the client needs, what they want and what they see as important.
- Learn how to manage upset and angry customers.
- Learn to question effectively over the phone.
- Learn to hear ambiguity and respond to lead the conversation towards clarity.
Book now
Please fill out the form below and someone from our team will be in touch within the next 48 hours to get your training started.
GLASS ROCK CLIENT TESTIMONIALS
GLASS ROCK CLIENT STORIES
Simone Heaperman - Landcom Program Manager
When Simone Heaperman, the program manager, picked up the phone to speak with Preetie Shehkkar at Glass Rock Solutions, she had much to address and set right.
Jane Hodgen - Tata Consultancy Services
Tata Consultancy Services, a global technology leader with 450,000 employees worldwide, expect the best from anyone who works for them.
Stuart Freer - University of New South Wales
When Stuart Freer came to Australia, he was recruited as the Director, IT Service Delivery and Infrastructure, at the University of New South Wales.
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