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Category

Business Skills

Course type

Personal Development

Cost per individual

£250 +VAT
Public course

Cost per course

£995 +VAT
Client site, max 10 individuals

Duration

1 Day

Full/Part time

Part Time

Provider

ITS SmartStyle Training

Dates and Locations

Contact us for the latest course dates.

Book course

This course is intended for people looking to develop positive service skills for dealing with people over the telephone.

Objectives:

Delegates will discover how to make a positive first impression by communicating effectively, relay messages quickly and efficiently and use a variety of questioning and listening techniques. They will learn how to deal with problem callers, staying in control and providing the best level of service possible.

Download Outline (PDF)

Module One - Introduction
  • What is Telephone Service Excellence
  • Creating Positive First & Lasting Impressions
  • ‘Word of Mouth’ & ‘Word of Mouse’ Feedback
Module Two - Communication
  • Barriers to Effective Telephone Communication
  • Rapport Building Techniques
  • Left Brain/Right Brain Principles
  • Using the Right Words
  • Enunciation, Inflection & Emphasis
Module Three - Call Handling
  • The Steps to Handling Calls Successfully
    • Preparation
    • Making a Positive First Impression
    • Identifying the Callers Needs
    • Questioning Techniques
    • Keeping the Caller Informed
    • Last Impressions
    • Messages & Follow Up Actions
Module Four - Behavioural Styles
  • The Behavioural Matrix
  • The 4 Behavioural Styles
  • How the 4 Types Vocalise
Module Five - Difficult Callers
  • What Makes People Difficult
  • Why We Lose Control
  • Taking Responsibility to Fix the Problem
  • The Do’s & Don’ts
  • Angry Caller Types
  • Handling Angry & Difficult Caller Types
Module Six - Essential Skills & Etiquette
  • The Correct Process & Protocols in your business
  • Review of Best Practice

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