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.

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

4.8/5

from 55 responses

Download PDF Outline Duration: 1.0 Days

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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:

Money Back
Guarantee

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

REACH
Profiles

For every participant
valued at $199 each

Sick Day
Safety Net

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

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