Professional Telephone Skills Course
The telephone is considered as the most convenient and quickest instrument to establish contact with clients by the majority of companies. In fact, call centers are the leading operational departments of many organizations. So, it is fundamental that employees assigned to take or make phone calls to clients must possess superior telephone etiquette. These employees must display good communication skills, willingness, courtesy and the abilities to efficiently assist clients.
This Professional Phone Skills course from PD Training teaches you on how to represent your organization in a clear, friendly yet professional way. Remember, excellent customer service is an important ingredient to the success of any organization. Clients who experience high-quality service are more willing to build a lasting relationship with your company. These clients can turn out to be long-term, loyal customers who spread the word about their positive experience.
This practical and engaging training course is available now throughout Malaysia and Kuala Lumpur.
This Professional Telephone Skills training course can be delivered at your premises by one of our expert local or international trainers or live online using our HIVE technology.
Contact us today for a quote or enroll now into the next public course date.
| Course name | Length | Outline | Next class |
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| Business Etiquette Training | 1.0 day course |
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| Meeting Management | 1.0 day course |
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| Personal Productivity Training | 1.0 day course |
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| Professional Telephone Skills | 1.0 day course |
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| Time Management Training | 1.0 day course |
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| Foundation Skills for Elite PA's and Executive Assistants | 1.0 day course |
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| Foundation Skills for New HR Officers | 1.0 day course |
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| Bookkeeping Fundamentals | 1.0 day course |
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| Minute-taking Training | 1.0 day course |
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| Computer Basics Foundation Training | 1.0 day course |
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| Advanced Skills for Elite PA's and Executive Assistants | 1.0 day course |
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After completing this course participants will:
Your giving outcomes
every time you book with us we give
to someone in need for you
Download Professional Telephone Skills Course Outline
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 organization is reinforced and strengthened with every conversation.
In today's business environment, telephone etiquette displayed in organizations is indicative of its willingness and ability to efficiently assist customers, both internal and external. The skills and the attitude projected over the telephone forms a lasting impression in the minds of an organization's customer, making it a critical customer 'touch point'.
Today 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 external 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 organization 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
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Professional Telephone Skills Training Course - Lesson 2
Your Personality/Your Telephone Voice
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Professional Telephone Skills Training Course - Lesson 3
Gaining Your Client’s Trust
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Professional Telephone Skills Training Course - Lesson 4
Handling Barriers Over The Phone
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Professional Telephone Skills Training Course - Lesson 5
Effective Questioning
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Professional Telephone Skills Training Course - Lesson 6
Irate Clients
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Professional Telephone Skills Training Course - Lesson 7
Prepare Yourself
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Professional Telephone Skills Training Course - Lesson 8
Reception Tips
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Professional Telephone Skills Training Course - Lesson 9
Professional Voicemail Messages
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Professional Telephone Skills Training Course - Lesson 10
Reflections
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At your workplace
In our Training Rooms
In our Online Training Room
We provide the Trainng Management Centre which takes care of a heap of things before, during and after training.
(Let us know if there’s parts you don’t want to use)
Invites people to training
(So you don’t have to)
Generates Sign in Sheet
(So you don’t have to)
Generates Branded Flyer
If you if you want to ‘promote’ internally
PDF’s of Certificates
(can be co-branded with your logo)
Collects and Reports feedback
(So you don’t have to)
Complete Results Dashboard
(including trainer insights)
At the completion of training participants are encouraged to create an action plan, and invite an accountability buddy via their Orgmenta App.
In your Training Management Centre you have transparency to the action plans so you can see what people are going to do differently.
Our systems and people make it easy to identify how you’ll be able to measure impacts,
and then report on the success in the weeks or months after training.
It’s surprisingly easy to make it so that your system can automatically be up to date with all the training record details you need.
Pre course activity & chat with the trainer about personal learning goals
At the course conclusion participants are encouraged to add an action plan and select an accountability buddy
We welcome your participants for Refresher Training on our public classes at no cost for 12-months (subject to availability)
All made easy via our orgmenta participant app
Designed to be easy to use for Team Leaders, Managers, Trainers or other nominated Learning Champions these packs have 6 simple and quick activities to reinforce learning from the original course.
When you choose this option, we provide your nominated Learning Champions with a 3-hour session in how to run the activities so they have the resources and confidence to integrate these into your normal team meetings or as stand alone lunch 'n' learn sessions.
Make it Stick packs are available for all PDT Signature Series courses.
Our Trainers can come back onsite and run coaching and reinforcment sessions for your team members. These sessions are most commonly 90-minutes long, and are designed to help people share and collaborate, helping them gain insights and confidence to apply what they learned so you see value from the investment in training with a lasting change.
Our purpose is to deliver lasting impact, and we believe this is a powerful step in achieving lasting change, so to encourage you to give your people that extra opportunity to really see change, if you book a follow up session within 90-days of the original course date, we’ll come back onsite for 1/2 price.
Many of the 'aha' moments in courses can come from the increased awareness of ourselves and our colleagues, these come through the REACH Profiles that is integrated into many of our courses.
The insights lead us to better recognise our tendencies and strengths, understand how to be more mindful of adapting to the needs and preferences of our team and our customers.
The insights are put into practice by appreciating the benefits of our diversity and either learning to adapt or implementing a strengths-based management approach.
We have a great range of high quality products that can keep these impactful moments top of mind back in the workplace.
The REACH Team Visualizer/Reminder can be used in multiple ways in both training and in the office. When displayed in a high traffic area REACH will be kept top of mind. Below are guidelines for use of the REACH Team Visualizer / Reminder which is also in downloadable format.
The REACH Team Visualizer / Reminder comes in two sizes of A0 841 x 1189 mm and A1 594 x 841 mm and is made from a sturdy 5mm corflute.
REACH to my Team Visualizer / Reminder guidelines for use
REACH Cubes are designed to build empathy and grow an appreciation for thinking differently. They encourage productive and positive interactions in the workplace, workshop or personal development sessions. They can be used in any creative way to grow REACH and below we have provided two recommended activities for use. The REACH Cubes pack comes with 4 REACH Cubes one representing each REACH Quadrant. Each REACH Cube is 7.5 cm squared and are made from durable EVA Foam.
When people are participating in activities during REACH workshops, training or personal development sessions provide each participant with a REACH Cube and ask them to complete the activity or interaction Thinking and Behaving based on what REACH Cube was provided to them.
Are they the Advisor focused on detail and doing?
or a Coach focused on People and Action?
This brings a whole new level of empathy building and appreciation for the strength of thinking differently.
After REACH has been introduced using the REACH Training continue to keep REACH alive in the workplace by providing each person with a set of 4 REACH cubes to take back to their work space.
Personal REACH and the REACH of their colleagues can be grown by using these cubes on a regular basis with these great ideas:
Stack your REACH Cubes on your desk and on top of the stack place the cube that is reflecting your current REACH zone. Ensure that you have the side that says “Thanks for dropping by, right now I am in my __________ quadrant” facing outward so those approaching your work space know how you are feeling and acting at that current time. This is designed to help those around you recognise different behaviours/responses they may or may not receive from you based on the situation and REACH zone.
Use your REACH Cubes to be mindful of your interactions with others. Whilst interacting use the cubes to review your behaviours and actions. Take up the cube of the quadrant you currently feel you are in and review these sides: Think before I act: Is this what I need to be right now? Flip the cube over to the side of the profile overview and think about the style in which you are Communicating, Conflict-handling, Delegating etc. Is this what you need to be to REACH the person you are interacting with? If not find the REACH Cube that best suits the situation and maximises your REACH with that person and use the profile overview to help guide your interaction.
Download REACH Cubes Activity File
Learn to REACH Labels are a great low-cost substitute for the REACH Caps or REACH Cubes or the more physically interactive REACH Floor Mat. They work well in small and large team activities and can be used as a quick way to identify how others act and think through a different quadrant that is not theirs. They can learn to appreciate the different communication, conflict handling, delegating, planning and learning styles of others and through this increase their REACH.
The REACH Labels are made of a high quality fabric sticky labels that are designed to last all day training sessions.
These work well after training when stuck to people’s monitors or workstations.
View all of the REACH Training and reinforcement products Here