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Telephone Skills Training Course

Our one day Telephone Skills Training Course will provide lots of tips and ideas to provide brilliant service to your customers over the telephone..

Find out how to deliver a positive customer experience to customers an deal effectively with queries and complaints over the telephone.

Course Delivery Options
Open Course

Our Telephone Skills Training Course is currently only delivered as an in-house course.

See the in-house section for more details.

In-House

Great News! We can deliver our Telephone Skills Training Course at your business or any location you arrange anywhere in Ireland.

See below for details.

Bespoke Design

Need something a bit more specific? Let us work with you to design a Bespoke Telephone Skills Training Course for you. See below for more details and how to get started.

The Course Aims

This Telephone Skills Training Course will investigate how to deliver great customer service to customers over the phone. Telephone has become one of the major methods for customers to get in touch and this course looks at how to ensure customers are dealt with effectively.

The Course Objectives

Those who attend this Telephone Skills Training Course will:

  • Deal with calls from customers in a efficient and professional manner
  • Know some of the issues surrounding providing customer service over the phone and how to deal with them
  • Be able to communicate with confidence and clarity with customers on the phone
  • Know how to build rapport and demonstrate empathy without the use of body language
  • Be able to deal with customer complaints effectively over the phone
Our Approach
No PowerPoint

Yes, you read that right! We’ve removed PowerPoint from this and many of our other courses.

Instead we opt for more creative ways to deliver course content and create more discussions in our courses.

Less Theory, More Practical

We don’t spend time on theory. We’ll introduce it but focus more attention on practical tools and ideas that you can actually take away and use.

We’ll provide the theory in your course materials to take away with you.

Clear Pricing

Our pricing is clear. You’ll see the exact price of our open training courses on our site.

We’ll quote an all-inclusive price for in-house and bespoke work. You won’t pay a penny more than we quote you for your course.

Click a Tab, Get More Details

Here’s all of the details you need about our telephone skills training course. We’re here to help if you have any other questions. You can see all of the ways to get in touch here.

Here’s what we cover in our Telephone Skills Training Course:

What is ‘World Class’ Telephone Based Customer Service?

  • What does world class customer service look like
  • Who is currently delivering world class service and what can we learn

Service Expectations

  • What do our customers expect when they call and why
  • What are some of the challenges of delivering service over the telephone
  • Overcoming these issues and meeting expectations

Communication Skills

  • What are the skills that are necessary to deliver world class service on the telephone
  • Opening and closing calls
  • Questioning, listening and building rapport with customers on the telephone

Your Behaviour With Customers

  • Understanding how your communication style can impact on your relationship with the customer
  • Using and Demonstrating empathy with customers on the telephone

Do’s and Don’ts

  • Language and statements to avoid on the telephone
  • Putting people on hold and making transfers
  • Escalating calls to supervisors

Dealing With Complaints and Dissatisfaction

  • What to do when a customer is complaining
  • The challenges of dealing with complaints on the telephone
  • A step-by-step process for dealing with complaints on the telephone
  • Ensuring the complaint is dealt with and what to do if can’t be dealt with

If you opt to have this course delivered in-house, the content above can be tweaked and changed to ensure the course meets your specific needs.

We can deliver this telephone skills training course in-house to a group of up to 12 people in your organisation.

We can tweak the course content to align it closer to your business needs.  The course will be delivered by one of our professional hand picked trainers who will provide the skills and knowledge and allow plenty of time to practice the skills.  They will also ensure that everyone leaves with an action plan that details what they will do next.

To find out more about having a telephone skills training course delivered in-house at your business, fill in the form below and we’ll get back to you.  Be sure to tell us what course you are looking for and in what location.  Alternatively you can call us on 015549779.

Our telephone skills training course is currently only available as an in-house course. See the in-house tab for more details.

The reviews below are submitted by past delegates. If you would like to see more then please get in touch. We can pull together some feedback from our evaluation forms to help you make a more informed decision about this course.
[rwp-review id=”0″]

Download a copy of the telephone skills training course overview by clicking here.

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