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Telephone Skills

1 Day or Half Day Workshop

To provide true quality service the telephone operator needs to control the impression they are creating. Failing to use the telephone to best effect may be the difference between a successful conversation and a difficult one.

This interactive workshop will show that having the right call structure, not scripting, can help. It shows how using the voice correctly and what is said will ensure that the right impression is conveyed - first time, every time.

Workshop topics include:

  • Recognise the impact of style on the customer
  • Use the conversation cycle confidently
  • Handle challenging calls
  • Build rapport with customers

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Telephone Skills
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All our workshops are fun, interactive and full of activities, self assessment questionnaires, individual and group work to maximise your learning experience. Everyone takes away an action plan to implement in the workplace. Our highly experienced and friendly trainers tailor the day to the group training objectives and needs of the organisation.

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