Professional Telephone Skills Training Course
The telephone is still the primary means of business communications. Learn the etiquette and communication skills required to handle calls professionally by attending PD Training’s Professional Telephone Skills Training Course.
This Professional Telephone Skills Training course is designed to help you learn: the appropriate telephone voice and vocabulary, techniques to create a great first impression and gain client trust through proven communication methods, how to professionally handle irate customers and clients and how to question effectively over the phone. In addition to these crucial skills, you'll learn how to provide effective client service over the phone, project a professional image and learn other attributes of an effective business communicator that ensure your interactions are productive and constructive.
This comprehensive training course is available across the United States, including Atlanta, Austin, Baltimore, Birmingham, Boston, Charlotte, Chicago, Dallas, Houston, Jackson, Los Angeles, Manhattan, Miami, New York, Orlando, Philadelphia, San Antonio and Seattle.
Looking for a 3-hour Live Online version of the course? Click Here to View Our 3-Hour Virtual Professional Telephone Skills Training Courses
| Course name | Length | Outline | Next class |
|---|---|---|---|
| Business Etiquette & Professional Conduct Training | 1.0 day course | View schedule | |
| Meeting Management Training | 1.0 day course | View schedule | |
| Personal Productivity Training | 1.0 day course | View schedule | |
| Professional Telephone Skills Training | 1.0 day course | View schedule | |
| Time Management Training | 1.0 day course | View schedule | |
| Foundation Skills for Elite Personal Assistants and Executive Assistants Training Course | 1.0 day course | View schedule | |
| Foundation Skills for New HR Officers Training | 1.0 day course | View schedule | |
| Minute Taking Training | 1.0 day course | View schedule | |
| Computer Basics Foundation Training | 1.0 day course | View schedule | |
| Advanced Skills for Elite Administrative and Executive Assistants Training | 1.0 day course | View schedule |
By the end of this course, participants will:
The scenarios we did, were very useful, and highlighted challenges we deal with on a daily basis. Other team members shared their issues they face on a daily basis.
I thoroughly enjoyed this course and would recommend it to others in a heartbeat. Joe the trainer made the content fun, interactive and engaging. At no time did I ever feel sleepy or bored. I liked the emphasis on personality types, general professionalism in the workplace, and transforming unconstructive talk using more positive phrases.
I really enjoyed the training session, it reinforced tactics that I already use when on the phone but it also gave me new ideas when I am doing sales calls. I will be recommending this to others.
I enjoyed this course very much as I felt that it gave solid phone skills foundations for people to further build on. I also liked the initial discussion about personality styles and how we might then need to tailor our approaches to ensure we are not apologising/feeling overwhelmed/being combative.
I found the course helpful as a whole, and Angela was a fantastic trainer. Tips such as when to use open/closed questions, and discussion of phone voices was particularly useful for me.
This Telephone Skills Training course will provide your staff with the awareness and skills that they require to handle phone calls professionally. It will ensure that the positive image of your organization is reinforced and strengthened with every communication with customers.
In today's business environment, telephone etiquette displayed in organizations is indicative of its willingness and ability to efficiently assist customers, both internal and external. The skills and the attitude projected over the telephone form a lasting impression in the minds of an organization's customer, making it a critical customer 'touch point'.
Nowadays, virtual teams are the norm rather than the exception, and one of their primary channels of communication is the telephone. Hence, it is imperative for employees to have a good understanding of business telephone etiquette in order to aid efficient information exchange.
This Professional Telephone Skills Training Program aims at helping employees to create a lasting impression in their customers' minds - one that shows the organization reflected in the best light possible. It focuses on developing telephone etiquette and skills to deal with customers assertively with care and positivity.
See the Live Online tab for the course outline for the live online course
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Topic 1
Providing Effective Client Service
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Topic 2
Your Personality/Your Telephone Voice
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Topic 3
Gaining Your Client’s Trust
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Topic 4
Handling Barriers Over The Phone
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Topic 5
Effective Questioning
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Topic 6
Irate Clients
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Topic 7
Prepare Yourself
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Topic 8
Reception Tips
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Topic 9
Professional Voicemail Messages
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Topic 10
Reflections
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When you want a tailored learning experience targeting exactly what you want without bringing everyone physically together, the best choice is a Live Online Class run by PDT.
We tailor the content and activities to be specific to your current needs and the needs of the people and run the course in our usual activity-based workshop style training, however, the participants can all be offsite, or some can be in the room with others offsite.
Unless you have a preferred tools we use 'Zoom for Education' that includes enhanced collaboration features such as One-click content sharing, real-time co-annotation (people can work together in activity files), and digital whiteboarding, we also include things like live polls and group chats so you virtually have the same collaborative learning experience of attending a course in a room with other people.
We have delivered these 100's (if not 1000's) of times, and get great outcomes. We achieve great outcomes because we keep our learner centric approach - just because it’s delivered through a screen to some or all participants doesn’t mean it needs to be less tailored or less personalised.
You still have an expert trainer who talks to you prior to the session and tailors the delivery to use your terminology, ensure activities are relevant and directly applicable and ensures an engaging learning experience that provide people with skills and techniques they can apply the very next day.
A hybrid class is with some people connecting online, and some people physically together in the same room.
We provide the Training Management Centre which is an information hub before, during and after training.
(Let us know if there’s parts you don’t want to use)
Invites people to training
(So you don’t have to)
Generates Sign in Sheet
(So you don’t have to)
Generates Branded Flyer
If you want to ‘promote’ internally
PDF’s of Certificates
(can be co-branded with your logo)
Collects and Reports feedback
(So you don’t have to)
Complete Results Dashboard
(including trainer insights)
At the completion of training participants are encouraged to create an action plan, and invite an accountability buddy via their Orgmenta App.
In your Training Management Centre you have transparency to the action plans so you can see what people are going to do differently.
Our systems and people make it easy to identify how you’ll be able to measure impacts,
and then report on the success in the weeks or months after training.
It’s surprisingly easy to make it so that your system can automatically be up to date with all the training record details you need.
Download Live Online Course Outline (PDF)
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Topic 1
Your Personality/Your Telephone Voice
|
Topic 2
Gaining Your Client’s Trust
|
|
Topic 3
Handling Barriers Over The Phone
|
Topic 4
Effective Questioning
|
|
Topic 5
Irate Clients
|
To Be Engaged All Day
Activities and discussion for engaged learning all day.
An outstanding trainer
On average PDT trainers have 15 years industry experience and 7 years training experience.
Focussed on you
We always tailor activities and scenarios to be relevant to you.
100% Transfer Policy
If an unforseen event prevents public class attendance, no problem. Transfer to new person, course, date or city.
Refresher Course $0
Client Site and Public Class participants are welcome to join a public class in the same topic for 12 months.
Multi-modal Reinforcement
Support, reinforcement & extension eLearning and videos in the App.
At your workplace
In our Training Rooms
In our Online Training Room
