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Open Courses
'Performance Equals Productivity'
Duration: |
A one day training course |
Suitable for: |
This training has been designed for team members who use the telephone as a key part of their job to both internal and external clients and who would benefit from some additional strategies and techniques to help them handle all types of calls with confidence. |
Objectives: |
To understand the importance of how we use our voice - tonality • To clarify what to say and what NOT to say • To learn effective questioning techniques to ensure you understand the callers needs • To gain the skills to handle phone calls with confidence • To produce some strategies for making any changes happen |
Locations: |
Telephone Technique course: Guildford, Surrey & London |
Introduction and priority setting
- What will we cover today?
- What do you want to achieve today?
Feelings, attitudes and motivation
- Keeping in the right frame of mind
- Accentuate the positive
It's not what you say, it's the way you say it
- Your vibrant voice
- How tone influences and affects the other person
- Pacing and pausing - when silence is golden
Telephone Exercises
Listening skills
- Am I really listening?
- What stops me listening properly?
Effective questioning
- Different types of question
- Finding out what the caller really wants
Handling tricky and difficult calls
- What to say and when to say it
- What not to say
Telephone Exercises
Conclusion and action plan
- Recap and summary
What will I change when I return to work?
Course Delivered by our Partners at GBC Learning
Course Dates:
London: 19 March 2009
Guildford: 29 January 2009
Course Price: £285 per person
Book online or alternatively, make an enquiry about this course
E Training@learningskillsnetwork.co.uk or T 01276 537244