Essential Telephone Skills and Techniques

Name: Essential Telephone Skills and Techniques
Rating: 4.5 (275 reviews)

Learn how to handle callers with warmth and style, even the difficult ones!

Created byHilary Nunns

Last updated 7/2022

English

English [Auto],

What you'll learn

Learn more about why telephone skills are so important in business
Understand how to hone your listening skills, and recognise what could go wrong
How to handle calls professionally and effectively
Ways to deal with difficult customers on the telephone
The Do's and Don'ts - what to avoid and what to enjoy!

Course content

1 section • 6 lectures • 32m total length

Introduction1:35
Develop essential telephone skills and techniques alongside etiquette to handle calls, manage difficult customers, and act as the main point of contact in a commercial office.
Session 1 - Why are Telephone Skills important?5:52
Master essential telephone skills to enhance your organization's image and professionalism with every call. Learn how tone, voice, and even perceived body language drive positive reviews more than complaints.
Session 2 - The Do's and Don'ts of telephone skills7:17
Master positive telephone interactions by answering promptly, greeting warmly, listening carefully, using the caller’s name, and writing everything down according to the three-ring rule and professional do's and don'ts.
Session 3 - Develop amazing listening skills7:12
Develop amazing listening skills by recognizing environmental and information barriers, such as noise, temperature, distractions, jargon, accents, and poor call quality, and respond by clarifying details and arranging a callback.
Session 4 - Dealing with difficult customers7:48
Learn to handle difficult customers on the phone by using positive language, problem-solving phrases, and offering choices, supported by the iceberg theory and the two point and three point strategies.
Bonus quiz3:00
this bonus quiz reinforces essential telephone skills and techniques, highlighting first impressions from voice quality, on-hold etiquette, caller details, proper call endings, and voicemail practices.

Requirements

This course is ideal for individuals who have not undertaken any formal telephone training before or would like a refresher

Description

In business and in leisure, we are all expected to deal with other people over the phone. When we aren't having an 'in person' conversation, and we aren't getting eye contact, it's easy to forget some of the simple etiquette which is important for a positive exchange. In fact, if the only part of your communication is verbal, it's sometimes the case that we misinterpret information, we feel irritated at the miscommunication, we get distracted by other factors in the vicinity, and mis-hear words and instructions.

This can lead to poorly handled conversations. In professional terms, this could translate to missed business, unhappy customers, lost sales, wasted opportunities for sales, badly handled messages being taken, incorrect spellings.... and I could go on.

Not to mention the bad temper, feelings of frustration and eventual low review of your business or company if we get the call-handling wrong.

So in my course Essential Telephone Skills and Techniques, I'll be covering some first class telephone etiquette, using my super-successful verbal formula for handling difficult customers, and giving you a step-by-step process to accomplish this.

I've uploaded examples of telephone Do's and Don'ts, which you can print out and leave nearby as a memory-jogger, for when those particular moments try to catch you out.

You'll come away from the course with a clear picture of how you can work so positively on your telephone skills.

Who this course is for:

This course will give you new employability skills if you're moving into an customer service role
If you plan to work in a customer support centre or client facing role, this will enhance your prospects