TRAINING PROGRAMMES:
PERSONAL SKILLS

Aims

To be able to make efficient and effective telephone calls, whilst building rapport, projecting a professional image, and delivering exceptional service.

Programme overview

The telephone is often the first point of contact for an organisation’s clients. The way the call is handled creates an image that may influence the client’s future choices on who to do business with. Whether your calls are typically internal or external, in this programme you will learn the key techniques required to handle all telephone calls professionally and with confidence, creating a professional image.

Programme outcomes
After attending this programme you will be able to:
	Take responsibility for the outcome of each call you make or receive
	Anticipate your customer’s needs and beat their expectations of the service you offer
	Understand the other party’s point of view and demonstrate empathy with their position
	Build rapport and develop positive relationships
	Handle calls professionally from beginning to the end
	Close professionally, summarising next steps
	Deal with difficult situations, including angry customers
	Step back and avoid taking things personally
	Manage all situations over the phone professionally and competently

Programme content – 1 day
Typical programme content will include:
	Typical reasons for telephone communication breakdown
	Preparation and planning for telephone calls
	Active listening skills
	Powerful verbal and vocal techniques
	Building rapport over the phone
	Building the perfect call from opening to close
	Handling difficult situations over the telephone
In this programme delegates will practise making and receiving calls that are relevant to their role in your organisation. They will receive individual feedback on their strengths and weaknesses.

Who will benefit?

All individuals who make and receive telephone calls in their role and wish to develop their confidence and effectiveness.

Recommended maximum number of delegates – 20

Related programmes
Communication Skills
Assertiveness Techniques
Persuasion and Influence

Creating an image that
may influence a client's
future choices

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