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Professional Telephone Skills - Online ILT

Length 3 hours

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.

This is an instructor-led class that you can attend from home or your office - or anywhere with an internet connection. The class utilises secure video conferencing with interactive features such as live polling, screen sharing, whiteboards, live chat, and breakout sessions.

Please note: these classes run to a very tight schedule. Please join the class at least 10 minutes prior to commencement so you are ready to participate and don't miss a minute!

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What you’ll learn

After completing this course participants will be able to:

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

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.

View all PD Training at Lumify Work courses

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: 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 2: 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 3: Handling Barriers Over the Phone

Managing the Five Barriers
Words That Must Never Be Used

Lesson 4: 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 5: 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

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.