Telephone Techniques

Get the right response every time

This short workshop emphasises the importance of answering the ‘phone quickly, courteously and with an interest in the caller! Suitable for anyone working in a customer-focused environment who could benefit from revisiting their telephone technique, or for those new to the organisation.

The training also covers how to handling difficult situations over the ’phone and key tips for message taking. A highly intensive, practical workshop with a strong customer focus.

Our telephone techniques course outline includes:

• ‘Developing customer focus’
• Your role
• Perceptions of service
• Expectations
• Identifying key skills and using these to maximum advantage
• Communicating by telephone:

- Answering and filtering the call
- Handling the conversation
- Closing the call

• Structured exercises and review
• Key steps for successful message taking
• Strategies for handling difficult situations
• Putting it into practice
• Action Planning
• Review

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