Hamilton Mercer
Rated 4.9/5 based on 2,060 reviews
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25% OFF CLASSROOM OR LIVE VIRTUAL SCHEDULED COURSES
25% OFF CLASSROOM OR LIVE VIRTUAL SCHEDULED COURSES

Professional Telephone Skills

Duration: 1 day
Rating:
☆☆☆☆☆ 4.9/5
4.9/5

How people conduct themselves on the telephone speaks volumes about an organisation’s professionalism.

Hamilton Mercer’s Service Methodologies™ help learners improve their telephone manner and structure interactions, so they can lead conversations with confidence.

Certification: CPD Accredited Course

  • This course is accredited by The CPD Standards Office (CPDSO) and is worth a total of 6 CPD Hours.

    Upon completion, learners will be awarded with an Official CPD Certificate & Learning Reflection Tool, which can be included within a formal CPD record for a professional institute, regulator or employer.

Audience

  • People of all experience levels and seniority using the telephone to talk with external customers (clients / suppliers) and internal customers (colleagues / contractors).

Learning Objectives

  • Upon completing this course learners will be able to:
  • Create a welcoming and professional first impression, to set the desired tone for the conversation.
  • Structure and lead conversations – keeping them on topic and timely.
  • Apply best-practice telephone etiquette to create a seamless experience.
  • Gather accurate information from callers, to document and share with colleagues.
  • Assert themselves appropriately when handling talkative or unwanted callers.

Return on Investment

  • Performance outcomes include:
  • Enhanced reputation and customer loyalty – perceived as true professionals.
  • Increased attention to detail and highly organised approach to information/data.
  • Engaged workforce – greater self-awareness, confidence and positivity.
  • Uplifted behavioural consistency, internal communications and efficiency.

Course Content

Learning Formats

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Classroom

Facilitator-Led at one of
our Locations or Yours

Live Virtual

Facilitator-Led via
Zoom or Microsoft Teams

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Hybrid

Facilitator-Led, combining Classroom & Live Virtual

Quick Links

View Course dates
Make an Enquiry
Read Reviews

Learning Formats

Option 1
Live Virtual Training
Learn from Anywhere

  • One day courses.
  • Delivered via Zoom, all you need is a device with Internet (camera and microphone recommended).
  • Interact with a live expert learning consultant.
  • Pre-course questionnaires to establish key development areas.
  • Personal action plans to support skills reinforcement.
  • View available course dates
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Option 2
Tailored Training
We'll Come to You - Worldwide

  • 90mins, 180mins or One day courses.
  • Comprehensive learning and performance needs analysis to identify your requirements.
  • Tailored course content delivered via Zoom / MS Teams or at your premises.
  • Manager development tools provided to ensure learning reinforcement – part of our HMOnTrack™.
  • Call us on 0800 121 4660 or complete the enquiry form to discuss.
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Option 3
Scheduled Courses
Come to Us - Across the UK

  • One day courses.
  • Training centres in London, Birmingham and Manchester.
  • Lunch at our on-site restaurants and refreshments provided.
  • Pre-course questionnaires to establish key development areas.
  • Personal action plans to support skills reinforcement.
  • View available course dates

Course Dates - Live Virtual & Classroom

Learning Formats

London – Covent Garden

20 Mercer Street
Covent Garden
London
WC2H 9HD

View map here

Live Virtual Sessions – will be Led Live by our Expert  Facilitators via Zoom.

Do you have more than 6 learners?

A more cost effective solution would be our Tailored Training; this can delivered as Live Virtual, Classroom  (at your offices) or Hybrid training.

Call us on 0800 121 4660 or complete the enquiry form to discuss.

Testimonials & Reviews

Global or local, we’re the trusted experts

Since 2007 we’ve worked with organisations of all sizes, from government agencies to technology giants, we help thousands of people across the world define a service standard.

Private Sector

“The content was stimulating and informative. It delivered valuable training in an easy and interactive way. The session was extremely useful”
Chanel, Call Centre Advisor
Chanel, Call Centre Advisor
“I found it very helpful and was tailored specifically to my needs. I preferred a small group like today rather than a large group. The trainer was very good at delivering the content, didn’t make it boring.”
Premier League, PA
Premier League, PA
“I couldn’t have enjoyed the course any more than I did. Simon made the entire course interesting and fun yet covering all information and support I needed. I would definitely recommend this course to anyone needing telephone skills.”
Katten Muchin Rosenman UK LLP, Office Junior
Katten Muchin Rosenman UK LLP, Office Junior

Public Sector

“It was excellent training - I learnt a lot. I think other department should also participate this training.”
Public Health England, Data Manager
Public Health England, Data Manager
“Susan was an excellent tutor. The course has given me the confidence to respond to incoming calls which I would have dreaded before. I will be recommending this course to colleagues.”
Ealing Council, Enforcement Officer
Ealing Council, Enforcement Officer
“The training was well delivered and our trainer was absolutely fantastic !!!”
Independent Parliamentary Standards Authority (IPSA)
Independent Parliamentary Standards Authority (IPSA)

Third Sector

“I thought it was really interesting, informative, useful and well-delivered. Everything was applicable to our work and it really bolstered my confidence in handling any phone calls. I've already started using what I learned!”
Greenpeace, Supporter Services Assistant
Greenpeace, Supporter Services Assistant
“I have learnt a lot of things I didn’t know and how I can improve them. It was very useful and I will tell all of my work friends to come and do the course. I would love to do again and again.”
Bluebird Care Kensington and Chelsea, Care Coordinator
Bluebird Care Kensington and Chelsea, Care Coordinator
“I enjoyed the course and found its content excellent. I would like all of my staff to attend one of these sessions. The trainer’s delivery style was excellent and I found the interactive element of the course especially useful as it was possible to observe the performance of my staff.”
Luminus Group, Team Leader
Luminus Group, Team Leader

Let's Chat

Contact us today

Find out more about our customer service training and personal development courses.

Give us a call on 0800 121 4660 or complete the enquiry form.

Head Office

930 High Road
North Finchley
London
N12 9RT

London

20 Mercer Street
Covent Garden
London
WC2H 9HD

Birmingham

The BCEC
Hill Street
Birmingham
B5 4EW

Manchester

Centurion House
129 Deansgate
Manchester
M3 3WR

Hamilton Mercer
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©2024 Hamilton Mercer Training Ltd | 

Company Nº 06419717  |  VAT Registration Nº 922 4698 09 | Registered Office: 930 High Road, London, N12 9RT

Hamilton Mercer