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Professional Telephone Skills (PDPTS)

Length 1 day

Course overview

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Why study this course

This course will provide you with the skills you need to handle phone calls professionally.

Learn how to communicate more professionally on the telephone, manage difficult customers, improve your listening skills, and much more with our 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.

You'll learn key 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.

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What you’ll learn

After completing this course participants will be able to:

Provide effective client service over the phone
Project a professional image over the phone
Master a professional, effective and reassuring telephone voice
Gain a client's trust using proven communication techniques
Question effectively over the phone
Master proven techniques to professionally manage irate customers
Use tips for handling a busy reception
Phrase words more effectively for positive and clearer communication
Establish the right words for unambiguous, positive and productive communication
Leave effective voicemail messages

PD Training at Lumify Work

PD Training is Australia's leading provider of professional development training, cutting edge psychometric profiling and HR services. They help companies provide training and development to their staff that is on-target, fun, retained, and achieves their goals.
Lumify Work partners with PD Training to offer an extensive range of Professional Development training and short courses, through a network of over 400 specialist trainers.

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Who is the course for?

This is a practical class that is suitable for all audiences, and provides participants with tools they can apply on-the-job (and in other contexts) the very next day.

Course subjects

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

Lesson 2: Your Personality and Your Telephone Voice

REACH Review: Communication Evolution Tool
The Communication Model
The ABCDE (Five Qualities) of a Good Telephone Voice
Your Welcome - Should HAIL
Voice Modulation - the Six Ps to Para-Verbal Communication

Lesson 3: Gaining Your Client’s Trust

You Never Get a Second Chance to Make a Good First Impression
Create a Positive First Impression:
Four 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

Lesson 4: Handling Barriers Over the Phone

Managing the Five Barriers
Words That Must Never be Used

Lesson 5: Effective Questioning

WIIFM
Good Questioning Techniques
Ask Yourself the Following Five Open and Closed Questions
Clarifying Questions
Seek Satisfaction/Understanding
Questions to Keep Control of the Call
Arrange When You Will Call Them Back

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

Lesson 7: Prepare Yourself

Planning Phone Calls
Check Your Ringtone
Transferring Calls
Asking a Client to Hold
Taking Messages

Lesson 8: Reception Tips

Serving Clients at the Reception: The Dos
Serving Clients at the Reception: The Don’ts

Lesson 9: Professional Voicemail Messages

What to Include in a Voicemail Message?
Customised Messages for Different Callers
Closed Greeting
Internal Greeting
Practice, Practice, Practice

Lesson 10: Reflections

Create an Action Plan
Accountability = Action

Prerequisites

None

THIRD PARTY REGISTRATION

Lumify Work offers training through our partnership with PD Training. This arrangement requires Lumify Work to provide your details to PD Training for course and/or exam registration purposes.

Terms & Conditions

The supply of this course by Lumify Work is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.