Rated 4.9/5

2,060 reviews on

Professional
Telephone Skills

Duration: One Day

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

Hamilton Mercer’s Service Methodologies™ help learners enhance their telephone manner and etiquette, build stronger connections with callers, and enable them to structure and lead conversations with confidence.

Certification

Certification

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

Audience

Learning Objectives

Learning Objectives

Return on Investment

Return on Investment

Course Content

Course Content

Learning Outcomes
  • Increase self-awareness, confidence and professionalism.
  • Become a more believable, persuasive and influential communicator.
  • Consistently communicate a responsive (can-do) approach.
Service Methodologies
  • ‘Believability’ of Communication
  • Body Language & Voice Factors
  • Using Positive and Persuasive Language
Learning Outcomes
  • Improve attention to detail and the accuracy of information gathered..
  • Build personal connections with callers.
  • Utilise ‘dead-time’ during conversations to create a more seamless experience.
Service Methodologies
  • Clarification of Important Customer Details
  • Personable Communication Techniques
  • Making the Most of Silent Periods During Conversations
Learning Outcomes
  • Create a welcoming and professional first impression.
  • Ensure all questions have been answered before ending calls.
  • Improve the structure and timeliness of how calls are handled.
Service Methodologies
  • Professional Telephone Greeting
  • Screening Calls
  • Effective Call Structure
Learning Outcomes
  • Gather valuable information and assertively handle sales calls.
  • Manage caller expectations and properly brief colleagues.
  • Take ownership of the message-taking process.
Service Methodologies
  • Screening Calls & Handling Unsolicited Sales Calls Assertively
  • Placing Callers on Hold / Transferring Calls
  • Effective Message Taking

Learning Formats

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Classroom

Instructor-Led at one of
our Locations or Yours

Live Virtual

Instructor-Led via
Zoom or Microsoft Teams

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Hybrid

Instructor-Led, combining Classroom & Live Virtual

Quick Links

Learning Solutions

Learning Solutions

Option 1
Scheduled Courses
Develop Individuals

Option 2
Tailored Training
Develop Teams

Option 3
Transformation Programme
Develop Teams & Culture

Scheduled Course Dates

Classroom & Live Virtual

Scheduled Course Dates

Classroom & Live Virtual

Classroom & Live Virtual

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 3 learners?

A more cost effective solution would be our Tailored Training; this can be 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

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.

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

Public Sector

Third Sector