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Acquire practical telephone skills applicable to a range of roles...


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.

How You And Your Team Will Benefit From This Training

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

Here Are Just Some Of The Skills You'll Learn


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
Reflections
  • Create an Action Plan
  • Accountability = Action

Client Site Training

Why Client Site training?

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

When you book an Client Site Course with PD Training 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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