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.
| Course name | Length | Outline | Next class |
|---|---|---|---|
| Business Etiquette Training | 1.0 day course | View schedule | |
| Meeting Management | 1.0 day course | View schedule | |
| Personal Productivity Training | 1.0 day course | View schedule | |
| Professional Telephone Skills | 1.0 day course | View schedule | |
| Time Management Training | 1.0 day course | View schedule | |
| Foundation Skills for Elite PA's and Executive Assistants | 1.0 day course | View schedule | |
| Foundation Skills for New HR Officers | 1.0 day course | View schedule | |
| Minute-taking Training | 1.0 day course | View schedule | |
| Computer Basics Foundation Training | 1.0 day course | View schedule | |
| Advanced Skills for Elite PA's and Executive Assistants | 1.0 day course | View schedule |
After completing this course participants will:
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
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Topic 1
Providing Effective Client Service
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Topic 2
Your Personality/Your Telephone Voice
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Topic 3
Gaining Your Client’s Trust
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Topic 4
Handling Barriers Over The Phone
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Topic 5
Effective Questioning
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Topic 6
Irate Clients
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Topic 7
Prepare Yourself
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Topic 8
Reception Tips
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Topic 9
Professional Voicemail Messages
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Topic 10
Reflections
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When you want a tailored learning experience targeting exactly what you want without bringing everyone physically together, the best choice is a Live Online Class run by PDT.
We tailor the content and activities to be specific to your current needs and the needs of the people and run the course in our usual activity-based workshop style training, however, the participants can all be offsite, or some can be in the room with others offsite.
Unless you have a preferred tools we use 'Zoom for Education' that includes enhanced collaboration features such as One-click content sharing, real-time co-annotation (people can work together in activity files), and digital whiteboarding, we also include things like live polls and group chats so you virtually have the same collaborative learning experience of attending a course in a room with other people.
We have delivered these 100's (if not 1000's) of times, and get great outcomes. We achieve great outcomes because we keep our learner centric approach - just because it’s delivered through a screen to some or all participants doesn’t mean it needs to be less tailored or less personalised.
You still have an expert trainer who talks to you prior to the session and tailors the delivery to use your terminology, ensure activities are relevant and directly applicable and ensures an engaging learning experience that provide people with skills and techniques they can apply the very next day.
A hybrid class is with some people connecting online, and some people physically together in the same room.
We provide the Training Management Centre which is an information hub 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 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.
Download Live Online Course Outline (PDF)
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Topic 1
Your Personality/Your Telephone Voice
|
Topic 2
Gaining Your Client’s Trust
|
|
Topic 3
Handling Barriers Over The Phone
|
Topic 4
Effective Questioning
|
|
Topic 5
Irate Clients
|
To Be Engaged All Day
Activities and discussion for engaged learning all day.
An outstanding trainer
On average PDT trainers have 15 years industry experience and 7 years training experience.
Focussed on you
We always tailor activities and scenarios to be relevant to you.
100% Transfer Policy
If an unforseen event prevents public class attendance, no problem. Transfer to new person, course, date or city.
Refresher Course $0
In-House and Public Class participants are welcome to join a public class in the same topic for 12 months.
Multi-modal Reinforcement
Support, reinforcement & extension eLearning and videos in the App.
At your workplace
In our Training Rooms
In our Online Training Room
