Professional Telephone Skills

Learning Outcomes

• Become a more believable, persuasive and influential communicator.
• Increase self-awareness, confidence and professionalism.
• Consistently communicate a responsive (can-do) approach.

Service Methodologies

• ‘Believability’ of Communication
• Body Language & Voice Factors
• Using Positive and Persuasive Language

Learning Outcomes

• Manage the expectations of callers and brief colleagues properly.
• Utilise ‘dead-time’ during conversations to create a more seamless experience.
• Improve attention to detail and the accuracy of information gathered.

Service Methodologies

• Placing Callers on Hold / Transferring Calls
• Making the Most of Silent Periods During Conversations
• Clarification of Important Customer Details

Learning Outcomes

• Create a welcoming and professional first impression.
• Improve the structure and timeliness of how calls are handled.
• Apply the correct levels of assertion and professionalism with sales calls.

Service Methodologies

• Professional Telephone Greeting
• Screening Calls
• Handling Unsolicited Sales Calls Assertively

Learning Outcomes

• Ensure all questions have been answered before ending calls.
• Take ownership of the message-taking process.
• Create a positive and professional last impression.

Service Methodologies

• Effective Message Taking
• Closing Calls Professionally