Professional Telephone Skills Training 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.

Learning Outcomes
Course Outline
In-House
Training
  • Learning Outcomes - Professional Telephone Skills Training Course

    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
    Duration: 1 day course

    The best adult learning experience

    The best adult learning experience

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    PD Training is dedicated to immersive and inspirational learning experiences for busy adults. We believe courseware should keep pace with changes in workplaces and technology.

    So we have written our very own Signature Series that incorporates best practice in modern learner engagement, and continually improves based on trainer feedback, participant feedback and innovations in best practice.

    Welcome to the best adult learning experience in the industry, we look forward to your feedback and suggestions.

    PD Training customer feedback infographic with average of 9 out of 10



    Reviews

    Professional Telephone Skills Training Course Reviews:

    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



  • Course Outline - Professional Telephone Skills Training Course

    Download Professional Telephone Skills Training 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 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.

    Professional Telephone Skills Training Course - Lesson 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
    Professional Telephone Skills Training Course - Lesson 2
    Your Personality/Your Telephone Voice
    • LDP 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
    Professional Telephone Skills Training Course - Lesson 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
    Professional Telephone Skills Training Course - Lesson 4
    Handling Barriers Over The Phone
    • Managing the 5 Barriers
    • Words That Must Never Be Used
    • Reflection
    Professional Telephone Skills Training Course - Lesson 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
    Professional Telephone Skills Training Course - Lesson 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
    Professional Telephone Skills Training Course - Lesson 7
    Prepare Yourself
    • Planning Phone Calls
    • Check Your Ringtone
    • Transferring Calls
    • Asking a Client to Hold
    • Taking Messages
    • Reflection
    Professional Telephone Skills Training Course - Lesson 8
    Reception Tips
    • Serving Clients at the Reception: The Dos
    • Serving Clients at the Reception: The Don’ts
    • Reflection
    Professional Telephone Skills Training Course - Lesson 9
    Professional Voicemail Messages
    • What to Include in a Voicemail Message?
    • Customized Messages for Different Callers
    • Closed Greeting
    • Internal Greeting
    • Practice, Practice, Practice
    • Reflection
    Professional Telephone Skills Training Course - Lesson 10
    Reflections
    • Create an Action Plan
    • Accountability = Action

  • In-House Training

    Clients and testimonials

    In-House training benefits:

    • Flexible length - sessions as short as 1-hour
    • Cost effective - great group pricing
    • Greatest impact in the shortest time
    • Excellent Team Building Opportunity
    • Certificate of Completion (always available in the App)
    • Comprehensive courseware as books (& available in the App)

    Delivery Options for In-house training
    1-hour Motivator
    one hour motivator
    3-hour Power Sessions
    3 hour power session
    Full-day training
    full day training
    Conferences
    Conferences

    Choose the Training Location


    You can expect:

    Activities and discussion

    To Be Engaged All Day

    Activities and discussion for engaged learning all day.

    Real world trainer

    An outstanding trainer

    On average PDT trainers have 15 years industry experience 7 years training experience.

    Tailored training

    Focussed on you

    We always tailor activities and scenarios to be relevant to you.

    Refresher course

    Refresher Course $0

    In-House and Public Class participants are welcome to join a public class in the same topic for 12 months.

    Price coaching

    1/2 Price Coaching

    We all know the importance of reinforcement, so we'll come back within 90 days of the original course 1/2 price.

    Confidence of booking

    Acclaimed Provider

    The confidence of booking with an acclaimed multi national training company.

    eLearning and video

    Multi-modal Reinforcement

    Support, reinforcement & extension eLearning and videos in the App.

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