Home About Us Courses Client List Testimonials Contact Us Telephone Skills Training Course        This fully customised Telephone Skills training course will improve focus, core telephone skills, best practice on the telephone - and the ability to achieve good outcomes on every telephone call. Every work situation is different and our skill lies in designing a totally tailored Telephone Skills programme that is set entirely in your real world, where your group is working on THEIR real situations and THEIR typical telephone calls.               In a very practical, interactive course, your group will workshop and role-play their own typical telephone calls, recording and playing back to improve their approach, call handling skills and timing of each telephone call. Focus Training is known in Ireland as the Telephone Skills specialists. We have designed and delivered highly effective Telephone Skills training programmes in all types of situations - Professional Offices, Institutes, the Public Service, Businesses and Call Centres.        contact us        Course Outline - Telephone Skills Programme: Clarifying our Purpose – Our Team Purpose, our Callers, our purpose with our Callers. The importance of every Telephone Interaction – the importance to the caller and to our organisation Understanding our Callers – seeing the world through their eyes. What do they expect of us? Our Goals on each Telephone Call – Meeting & exceeding expectations; Achieving the task & leaving a positive impression Beginning the call – Positive first impression, setting the right tone; Good greeting; Positive Posture Active Listening & good listening responses Good questions vs bad questions – avoiding triggering a negative reaction Language Style – Positive confident language; Assertive language vs agressive or submissive Closing - Gaining agreement; Confirming action; Positive close The Structure of the Telephone Call - Understanding the stages of the call & the need to time how we move from one stage to the next Our Telephone Calls - They workshop their typical calls - - Workshopping the approach in each situation - what they say - Role-playing, recording, playing back and improving each call Handling difficult situations & challenging callers - They gain tools and techniques for handling problem calls Follow-through for the Caller - implementing your policies & procedures Working on our Skills – continuously building and improving our skills and ability to achieve positive outcomes        Programme Duration: 1 Day Optimum Group Size: 10 – 12 If you would like to discuss your training needs, please call 01 8431330.               More Telephone Skills Training -        1. Customised Customer Service Training 2. Tailored Telephone Sales Training 3. Cross Selling in a Customer Service Environment 4. Handling Complaints and Escalated Calls. - - Back to Top                      Management Development Leadership Development Training Supervisor Training Managing People & Performance Leadership and Management Coaching Team Building for Leaders Presentation Skills for Leaders Communication Skills for Leaders Time Management & Personal Effectiveness Training Report Writing Training Excellence with Customers Professional Sales Training Customer Service Training Telephone Skills Training Course Cross Selling & Upselling Training Telephone Sales Training Handling Complaints & Escalated Calls Writing Letters & Emails Course Team Building Events Team Alignment Workshop Teambuilding Activity Day Team Customer Focus Workshop Investing in Us – Team Development Workshop Achieving our Goals Workshop          Focus Training, Executive House - Whitestown Road, Rush, Co. Dublin, Ireland        Phone: + 353 1 8431330        Fax: + 353 1 8431331        Email: info@focustraining.ie          Powered by: go2web