Professional Telephone Skills Training Course

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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, how to create a great first impression and gain your client’s trust, how to handle irate customers and clients, how to question effectively over the phone and other skills and attributes of an effective and professional business communicator.

This comprehensive training course is available across the U.S., including Atlanta, Austin, Baltimore, Birmingham, Boston, Charlotte, Chicago, Dallas, Houston, Jackson, Los Angeles, Manhattan, Miami, New York, Orlando, Philadelphia, San Antonio and Seattle.

Learning Outcomes
Course Outline
Client Site
  • Learning Outcomes - Professional Telephone Skills Training Course

    By the end of this course, participants will:

    • Learn how to provide effective client service over the phone
    • Project a professional image over the phone
    • Master a professional, effective & reassuring telephone voice
    • Gain client's trust using proven communication techniques
    • Learn to question effectively over the phone
    • Master proven techniques to manage irate customers professionally
    • Learn tips for handling a busy reception
    • Phrase more effectively for positive and clearer communication
    • Establish the right words for unambiguous, positive & productive communication
    Duration: 1 day course

    The best adult learning experience

    The best adult learning experience


    PD Training is dedicated to immersive and inspirational learning experiences for busy adults. We believe courseware should keep pace with changes in workplaces and technology.

    So we have written our very own Signature Series that incorporates best practice in modern learner engagement, and continually improves based on trainer feedback, participant feedback and innovations in best practice.

    Welcome to the best adult learning experience in the industry, we look forward to your feedback and suggestions.


    Professional Telephone Skills Training Course Reviews:

    I found the course beneficial for my particular circumstances, it also gave me the tools required to build better relationships.

    Was a very interesting and well-presented course. Gave me good grounding for the topic and a range of things to think about.

  • Course Outline - Professional Telephone Skills Training Course

    Download Professional Telephone Skills Training Course Outline


    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.

    Professional Telephone Skills Training Course - Lesson 1
    Providing Effective Client Service
    • Welcome
    • The Ten Commandments of Good Business
    • What Makes An Effective Client Communicator?
    • The Seven Deadly Sins of Service
    • Reflection
    Professional Telephone Skills Training Course - Lesson 2
    Your Personality/Your Telephone Voice
    • LDP Review – Communication Evolution Tool
    • The Communication Model
    • The ABCDE (Five Qualities) of a Good Telephone Voice
    • Your Welcome – Should HAIL
    • Voice Modulation – The 6 P’s to Para verbal Communication
    • Reflection
    Professional Telephone Skills Training Course - Lesson 3
    Gaining Your Client’s Trust
    • You never get a second chance to make a good first impression
    • Create a Positive First Impression:
    • 4 Key Parts to your Phone Greeting
    • Put Your Clients at Ease with Positive Language
    • Show Urgency
    • Getting to the Point Quickly - Saying Too Much
    • Ending a Call Politely and Professionally
    • Put it into Practice
    • Reflection
    Professional Telephone Skills Training Course - Lesson 4
    Handling Barriers Over The Phone
    • Managing the 5 Barriers
    • Words That Must Never Be Used
    • Reflection
    Professional Telephone Skills Training Course - Lesson 5
    Effective Questioning
    • WIIFM
    • Good Questioning Techniques
    • Ask yourself the following 5
    • Open and Closed Questions
    • Clarifying Questions
    • Seek Satisfaction/Understanding
    • Questions to Keep Control of the Call
    • Arrange When You Will Call Them Back
    • Reflection
    Professional Telephone Skills Training Course - Lesson 6
    Irate Clients
    • How to Deal with Angry Clients
    • The Challenge of Angry Clients
    • Do Not Allow Negative Emotions to Affect You
    • High Emotion – Low Intelligence
    • Use the HEAT to Defuse an Irate Client
    • Reflection
    Professional Telephone Skills Training Course - Lesson 7
    Prepare Yourself
    • Planning Phone Calls
    • Check Your Ringtone
    • Transferring Calls
    • Asking a Client to Hold
    • Taking Messages
    • Reflection
    Professional Telephone Skills Training Course - Lesson 8
    Reception Tips
    • Serving Clients at the Reception: The Dos
    • Serving Clients at the Reception: The Don’ts
    • Reflection
    Professional Telephone Skills Training Course - Lesson 9
    Professional Voicemail Messages
    • What to Include in a Voicemail Message?
    • Customised Messages for Different Callers
    • Closed Greeting
    • Internal Greeting
    • Practice, Practice, Practice
    • Reflection
    Professional Telephone Skills Training Course - Lesson 10
    • Create an Action Plan
    • Accountability = Action

  • Client Site Training

    Clients and testimonials

    In-House training benefits:

    • Flexible length - sessions as short as 1-hour
    • Cost effective - great group pricing
    • Greatest impact in the shortest time
    • Excellent Team Building Opportunity
    • Certificate of Completion (always available in the App)
    • Comprehensive courseware as books (& available in the App)

    Delivery Options for In-house training
    1-hour Motivator
    one hour motivator
    3-hour Power Sessions
    3 hour power session
    Full-day training
    full day training

    Choose the Training Location

    You can expect:

    Activities and discussion

    To Be Engaged All Day

    Activities and discussion for engaged learning all day.

    Real world trainer

    An outstanding trainer

    On average PDT trainers have 15 years industry experience 7 years training experience.

    Tailored training

    Focussed on you

    We always tailor activities and scenarios to be relevant to you.

    Refresher course

    Refresher Course $0

    Client Site and Public Class participants are welcome to join a public class in the same topic for 12 months.

    Price coaching

    1/2 Price Coaching

    We all know the importance of reinforcement, so we'll come back within 90 days of the original course 1/2 price.

    Confidence of booking

    Acclaimed Provider

    The confidence of booking with an acclaimed multi national training company.

    eLearning and video

    Multi-modal Reinforcement

    Support, reinforcement & extension eLearning and videos in the App.

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