Professional Telephone Skills

Businessman working in office with computer and talking on phone

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.

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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.

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