Professional Telephone Skills

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.

Your Learning Outcomes

After completing 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

PDT Training specialise in:

Live Online

Face-to-Face

Hybrid

Plus the workshops are always tailored to your current context

The course delivered linked back to and was referred to our company statement. The trainer was very easy to talk to and tailored our training to our needs, products and services. Thank you.
WINenergy Pty Ltd
The course was a great tool to reinforce current practice, build confidence and offer alternatives and skills to the staff in the front line - thank you.
WINenergy Pty Ltd
All involved enjoyed the training course now it’s up to the staff to take these tools and apply it to their daily work. Joseph catered the course for the different issues we are having in our office in regards to the phones and delivered it well. We found the training course very useful and relevant for our work. Joseph was very clear with his communication and it was great that the course was interactive. All staff that attended were very pleased with the presentation.
Bible Society Australia
I was very impressed at how helpful the pd training staff were while organising the training course. The confirmation and follow-up calls were much appreciated.
Freshcare Ltd
Anne was great! Delivered exactly what we wanted! I am very happy with the result.
Wesfarmers General Insurance Ltd
Karen, our trainer, was very easy to listen to and I was very impressed with the way she integrated the material I had given her prior to the course, which covered our specific issues. Would be very happy to have Karen attend here again. Most enjoyable.
Salesian College
The whole experience and content was excellent Thanks very muuch!
Southcott Hydraulics
Loved the trainer and would ask for her again when we do our next workshop through you.
RT Health Fund
I would like to thank Anne for all her help prior to the training and also for her delivery of the session which was excellent. Provided training in a very relaxed and enjoyable atmosphere - trainer talked with us not at us.
Cegedim RM
It is an absolute pleasure working with Karen and Anne. No matter how demanding I am with our training requests, they are able to provide an outstanding solution - and with the best of service and humour.
Wesfarmers General Insurance Ltd
Excellent training, well worth it!
Downer EDI Engineering Pty Ltd
The Lego and play-do is excellent. But seriously, great training and delivery! Cheers.
Department of Infrastructure and Transport
Ross was an exceptional presenter. His energy and knowledge were beyond reproach.
Department of Infrastructure and Transport
Trainer was fantastic and engaged with everyone in the room. Would recommend pd training to others.
Department of Infrastructure and Transport
Ross was fabulous, easy going, and the feedback from staff is the most positive I've heard. Usually they are a pretty cynical bunch about training, but they really enjoyed the training and got a lot from it.
Office of the Registrar of Indigenous Corporations
It was an awesome session, even though we had little time, I really enjoyed it. The most important thing that I learned was "Treat people the way they want to be treated not the way you want yourself to be treated".
Hastings Deering (Aust) Ltd
I thought Annette's enthusiasm was infectious. She kept us on track and interested. I think she is the best trainer I've ever done a course with.
Hastings Deering (Aust) Ltd
It was very good. The trainer made good effort to obtain active participation from all. Was a friendly and entertaining environment. The small group made it an informal but proactive set up.
Progress Tutoring
I was delighted with the day and gained so much that I will apply to my position. Karen was an outstanding presenter and I will now look to undertake other courses. With thanks.
Haileybury
We will definitely use you again for the Professional Telephone course as the notes and de-brief from the candidate was very comprehensive.
Altitude Financial Group
Our staff member attended the training session & came back enthusiastic about the class. She took notes & brought back some great rebuttals to our customer complaint calls. Thank you.
Collins Restaurants Management Pty Ltd
Megan allowed me to ask her any specific questions I had related to the course topic. She also tailored the course to suit our needs. The venue was amazing. I have never seen such a fun reception area in my life! There were too many lollies though. It's hard to concentrate when you're having a sugar crash after a morning tea consisting of chocolate bars. Was glad that some fruit was served as well... The manual is useful and I have already started referring back to it for key information we learned at the course. Thanks for a great day.
APP Corporation Pty Ltd
Karen was a delight to have a as trainer, she was enthusiastic and very helpful and the lunch that pd training provided was excellent.
MatchWorks
It was a good day of refreshing existing skills & also learning & utilising new ones! Also Ryan (who I originally spoke to when enquiring about the course) was extremely helpful & professional & followed up with me 2 days after the course.
Downer EDI Engineering
I learnt a lot from the course and also had fun whilst doing it.
Altitude Financial Group
Very impressed with the course. Not only did I learn a lot, but I had fun also. The group size was perfect and everyone was made to feel welcome and at ease.
Fisher Adams Kelly
The Course was very helpful and has given me a better understanding with how to deal with difficult customers. Also a big thank you to Karen who was a wonderful teacher.
Downer EDI Engineering
I thoroughly enjoyed the course. The trainer could not have done anything better if she tried as she was awesome.
Vadals

Plus you’ll also receive:

shield

Money Back
Guarantee

If you’re not happy with the outcomes from
the course we offer a money back guarantee

profiles

REACH
Profiles

For every participant
valued at $199 each

sick

Sick Day
Safety Net

No one left behind
with our 1/2 price re-run promise

dashboard

Development
Dashboard

12-months access to the unique REACH Future Proofing Personal Development Dashboard with personally curated learning to develop agility to adapt to different people tasks and situations.

Learn Professional Telephone Skills Now

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.

See the Live Online tab for the course outline for the live online course

Course Outline for Professional Telephone Skills

After completing this course, participants will have learned to:

Topic 1

Providing Effective Client Service

  • Welcome
  • The Ten Commandments of Good Business
  • What Makes An Effective Client Communicator?
  • The Seven Deadly Sins of Service
  • Reflection

Topic 2

Your Personality/Your Telephone Voice

  • REACH Review – Communication Evolution Tool
  • The Communication Model
  • The ABCDE (Five Qualities) of a Good Telephone Voice
  • Your Welcome – Should HAIL
  • Voice Modulation – The 6 P’s to Para verbal Communication
  • Reflection

Topic 3

Gaining Your Client’s Trust

  • You Never Get a Second Chance to Make a Good First Impression
  • Create a Positive First Impression:
  • 4 Key Parts to Your Phone Greeting
  • Put Your Clients at Ease with Positive Language
  • Show Urgency
  • Getting to the Point Quickly - Saying Too Much
  • Ending a Call Politely and Professionally
  • Put It Into Practice
  • Reflection

Topic 4

Handling Barriers Over The Phone

  • Managing the 5 Barriers
  • Words That Must Never Be Used
  • Reflection

Topic 5

Effective Questioning

  • WIIFM
  • Good Questioning Techniques
  • Ask Yourself the Following 5
  • Open and Closed Questions
  • Clarifying Questions
  • Seek Satisfaction/Understanding
  • Questions to Keep Control of the Call
  • Arrange When You Will Call Them Back
  • Reflection

Topic 6

Irate Clients

  • How to Deal with Angry Clients
  • The Challenge of Angry Clients
  • Do Not Allow Negative Emotions to Affect You
  • High Emotion – Low Intelligence
  • Use the HEAT to Defuse an Irate Client
  • Reflection

Topic 7

Prepare Yourself

  • Planning Phone Calls
  • Check Your Ringtone
  • Transferring Calls
  • Asking a Client to Hold
  • Taking Messages
  • Reflection

Topic 8

Reception Tips

  • Serving Clients at the Reception: The Dos
  • Serving Clients at the Reception: The Don’ts
  • Reflection

Topic 9

Professional Voicemail Messages

  • What to Include in a Voicemail Message?
  • Customised Messages for Different Callers
  • Closed Greeting
  • Internal Greeting
  • Practice, Practice, Practice
  • Reflection

Topic 10

Reflections

  • Create an Action Plan
  • Accountability = Action

4.8/5

from 55 responses
Download PDF Outline Duration: 1.0 Days

Plus you’ll also receive:

shield

Money Back
Guarantee

If you’re not happy with the outcomes from
the course we offer a money back guarantee

profiles

REACH
Profiles

For every participant
valued at $199 each

sick

Sick Day
Safety Net

No one left behind
with our 1/2 price re-run promise

dashboard

Development
Dashboard

12-months access to the unique REACH Future Proofing Personal Development Dashboard with personally curated learning to develop agility to adapt to different people tasks and situations.

Learn Professional Telephone Skills Now

We create training that meets your needs.

1-hour Motivator

3-hour Power Sessions

Full Day Training

Conferences & Summits

  • OFFSITE
  • AT YOUR WORKPLACE
  • ONLINE

We’ll make things easier so you can focus on adding more value

We take care of all of the details, so you don’t have to:

  • Invite people to
    training
  • Sign
    In Sheet
  • Generate Branded
    Course Flyers
  • PDF’S of
    Certificates
  • Collects and
    Reports Feedback
  • Complete Results
    Dashboard

What are people going to do differently?

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.

Want to get clear on impacts and measure success? We support you.

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.

Do you already have a training management system and wish they were automatically up to date?

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.

More than just a training provider - we are your learning and development partner.

We look forward to working with you, talk to one of our friendly expert consultants today.
Talk to our team

Outstanding learning that people can do in the flow of work

  • Fresh targeted video-based microlearning content with interactive lessons and quizzes included.
  • Rigourous review process
  • Only $11.00 per course per person per year
  • Or get the $110.00 bundle and save

Asking Questions

The most important foundation for communication and building meaningful relationships is listening, develop your skills with this micro eLearning course.

Bite size learning that people love

Not exactly what you needed? Try other courses in the Administration Courses Category