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Download a Course Outline 
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Professional Telephone Skills Training Course
In today's business environment, telephone etiquette displayed in organisations is indicative of its willingness and ability to efficiently assist customers.
This Professional Phone Skills course from pdtraining teaches how to project professionalism over the phone, how to gain client confidence quickly, handle irate customers and so much more.
This practical and engaging training course is available now throughout Australia, including Brisbane, Sydney, Melbourne, Adelaide, Canberra and Perth.
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OUTCOMES
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
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Course Length:
1-day
Certificates:
Certificates of Completion are issued to each participant
Also available for In-House courses:
Post-course assessment for validation of learning.
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Why our clients choose us:
- Receive practical tools to take away with you.
- Be involved all day. There are about 20 activities each day (10 lessons with 1-3 activities per lesson).
- Realistic and relevant. We take the time to learn about you, then tailor the training to your needs.
Looking for death by Powerpoint? You will need to call another training company!
Some of our current/recent Professional Telephone Skills clients:
- Wesfarmers General Insurance Ltd
- Hastings Deering (Aust) Ltd
- Collins Foods Group
- PresCare
- Merrylands RSL
- Urban Land Development Authority
What our Professional Telephone Skills clients are saying:
"The course has helped me with ways to communicate better on the telephone and how to deal with difficult situations effectively."
"The course was a great help! Annette (trainer) was full of helpful knowledge and made me feel comfortable with the one-on-one training especially because I was a little nervous about being alone with a trainer. But it was a great experience and a great certificate to now add to my resume! Thank-you pdtraining."
More happy clients »
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OUTLINE
Professional Telephone Skills Training Course Outline
Download a Course Outline
Foreword:
This Telephone Skills Training course will provide your staff with the awareness and skills they need to handle phone calls professionally. This will ensure the positive image of your organisation is reinforced and strengthened with every conversation.
In today's business environment, telephone etiquette displayed in organisations 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 organisation'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 create a lasting impression in their customers' minds - one that shows the organisation reflected in the best light possible. It focuses on developing telephone etiquette and skills to deal with customers assertively, empathetically, with a sense of care and a positive attitude.
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Professional Telephone Skills Training Course - Lesson 1
Providing Effective Client Service
- The ten commandments of good business
- What makes an effective client communicator?
- Seven sins of service
- Skills and attributes of an effective client communicator
- High emotion = low intelligence
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Professional Telephone Skills Training Course - Lesson 6
Irate Clients
- Determine why your client is Irate
- Learn the challenges of irate clients
- Have a H.E.A.R.T. to defuse an irate client
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Professional Telephone Skills Training Course - Lesson 2
Your Telephone Voice
- Communication skills
- Five qualities of a good telephone voice
- Vocal qualities checklist
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Professional Telephone Skills Training Course - Lesson 7
Reception Tips
- Top Useful reception tips
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Professional Telephone Skills Training Course - Lesson 3
Gaining your Client's Trust
- Create a great first impression
- Put your customer at ease
- Finding a better phrase
- Ending a call politely and professionally
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Professional Telephone Skills Training Course - Lesson 8
Better Phrases
- Improve your interaction with Inbound calls
- Better your Outbound calls success
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Professional Telephone Skills Training Course - Lesson 4
Prepare Yourself
- Professional handling of incoming calls
- Transferring calls
- Taking messages
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Professional Telephone Skills Training Course - Lesson 9
Action Plan
- Create a Personal action plan
- What I am going to implement immediately on-the-job
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Professional Telephone Skills Training Course - Lesson 5
Effective Questioning
- Questioning techniques
- ??? Questions ???
- Open and closed questions
- Questions to keep control of the call
- Telephone techniques
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Professional Telephone Skills Training Course - Lesson 10
Wrap up and course conclusion
- Review the course
- Share ideas and personal challenges
- Question and answer time
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Public training courses in Brisbane now include: lunch, a games room, unlimited espresso coffee and WiFi.
| IN-HOUSE TRAINING |
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'your place or ours'
In-House training benefits:
- tailored to your needs and goals
- cost effective - from $140 per person (full day)
- you choose the day, place and time
- greatest impact in the shortest time
- tailoring ensures practical tools directly applicable to your workplace
- great team building opportunity
- more convenient, people don't need to go off-site
You'll be surprised at the price - check now! |
Ph: 1300 121 400
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Tailored Delivery - standard
We will always tailor the delivery of your In-House Training course to ensure it is relevant to your team, and targeted at your learning goals. We can incorporate your company's examples and terminology to ensure you the training can be directly related back to your workplace. This is standard, and included in the price.
Your delivery options
We offer a range of different class types to suit your operational needs.
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The "1-hour Motivator" training sessions
These 60-90 minute sessions are highly motivating and thought provoking - ideal for those people who need to fit training in around a busy work schedule - great as an early morning kick-start or lunch time boost! Read more...
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The "3-hour Power" sessions
3-hour power sessions – are a great solution when you have very specific outcomes you are targeting, or scheduling the team to be off the job for a whole day is proving to be a challenge Read more...
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Full-day short courses
1-2 day short courses delivered with a unique focus on 80% activities 20% content – just the way learning should be!
Read more...
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Conferences and workshops
Do you want your conference to be memorable, fun, interactive and have a real highlight? pdtraining's dynamic trainers can add that flair, excitement and much much more!
Read more...
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1. We really listen
We take the time to understand your needs and goals
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2. Flexible delivery
We always tailor the course to suit your needs
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3. The best trainers
We only provide the best trainers and the best courseware
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Most importantly the participants 'love' pdtraining courses because our courses are:
- Practical - 20% theory:80% practical - everyone will be constantly involved and engaged.
- Very interactive - our trainers facilitate people sharing and learning from each other's experience
- Applicable on the job - we are all about skills and techniques you can actually use!
- Fun - we help people enjoy learning because courses should be fun! Also people are more likely to implement what they learn if they enjoyed the learning experience.
- Delivered by a fantastic trainer - we only use the best, engaging expert trainers
We believe you learn more when you're having fun!
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Q: Who else uses Professional Development Training?
A: Take a look at some of our recent clients
Q: Are they Happy?
A: This is what they say about us testimonials
 Questions?
Email:
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or
Phone: 1300 121 400
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The top 5 reasons participants 'love' pdtraining
- 20% theory:80% practical - everyone will be constantly involved and engaged.
- Lots of collaboration - our trainers facilitate people sharing and learning from each other's experience
- Applicable on the job - we are all about skills and techniques you can actually use!
- Fun - we help people enjoy learning because courses should be fun! Also people are more likely to implement what they learn if they enjoyed the learning experience.
- Delivered by a fantastic trainer - we only use the best, engaging expert trainers
Yes! this is the right choice for me! 
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Don't take our word for it: testimonials
Cost:
$495 inc gst per person
Length
1 - day high-energy class
Your class will be held at:
Sydney
Level 1
111 Harrington Street
Sydney
NSW 2000
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Melbourne
123 Queen Street
Melbourne
VIC 3000
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Brisbane
Unit 11
121 Newmarket Road
Windsor Brisbane
QLD 4030
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Adelaide
International Visualisation Centre
19 Young Street
Adelaide
SA 5000
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Perth
Perron House
61 Kitchener Avenue
Victoria Park Perth
WA 6000
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Canberra
Manuka Oval
Manuka Circle
Canberra
ACT 2603
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 Times
Public classes start at 9.00am and finish around 4.30pm.
Class Size
Public classes will be a small relaxed group of between 4 and 12 people.
The small group helps ensure that everyone will gets a chance to ask questions and learn at their own pace.
What is provided?
All participants will be provided with morning tea, afternoon tea, printed bound courseware to keep and a Professional Telephone Skills Certificate of Completion. Public training courses in Brisbane now include: lunch, a games room, unlimited espresso coffee and WiFi.
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Telephone Skills Training Courses are delivered by pdtraining's Telephone Skills Training specialists in Brisbane, Sydney, Canberra, Melbourne, Adelaide, Perth and Australia wide.
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