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Professional Telephone Skills Training Course

PD Training

Tuesday, 13 December 2016 from 9:00 am to 4:30 pm (AEDT)

Professional Telephone Skills Training Course

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Ticket Type Sales End Price Fee Quantity
Course Ended $660.00 $30.69

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Event Details

Learn how to communicate more professionally on the telephone, manage difficult customers, improve your listening skills and much more with our 1-day, Professional Telephone Skills Course.  This course was developed to help your staff conduct better, business-related phone conversations and provide excellent service and support via the telephone.

In the PD Training course you will learn skills like improving your phone "voice", what words should never be used, how to use effective questioning techniques, dealing with angry customers, what to say when leaving voicemails, staying in control of the call and much more.  

This practical and engaging training course is available now throughout Australia, including Brisbane, Sydney, Melbourne, Adelaide, Parramatta, Canberra and Perth.

Please click on the Public Class tab below to view our Professional Telephone Skills Training course schedule by city or click the In-House Training tab to receive a free quote for courses delivered at your preferred location.

Learning Outcomes

  • 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 professionally manage irate customers 
  • Learn tips for handling a busy reception
  • Phrase words more effectively for positive and clearer communication
  • Establish the right words for unambiguous, positive & productive communication
  • Leave effective voicemail messages


Course Outline

Professional Telephone Skills Training Course - Lesson 1 
Professional Client Service Explained 
  • 10 Commandments of Good Business
  • Effective Communication Explained
  • Effective Client Communication Skills
  • Using Emotional Intelligence
Professional Telephone Skills Training Course - Lesson 2 
Develop a Professional Telephone Voice 
  • Pitch, Tone, Inflection
  • Five Qualities of a Professional Phone Voice
  • Voice Management
  • Voice Quality Checklist
Professional Telephone Skills Training Course - Lesson 3 
Building Client Trust 
  • First Impressions Matter
  • Create a Relaxing Environment
Professional Telephone Skills Training Course - Lesson 4 
Common Cultural Barriers 
  • Using Appropriate Phrases
  • Inappropriate Words to Avoid
  • Ending the Call Professionally
Professional Telephone Skills Training Course - Lesson 5 
Preparing for the Next Call 
  • Manage Inbound Calls
  • Transferring Calls
  • Placing Clients on Hold
  • Phone Call Planning
Professional Telephone Skills Training Course - Lesson 6 
Powerful Questioning Techniques 
  • Questioning Techniques Explained
  • Effective Questioning Techniques
  • Open and Closed Ended Questions
  • Clarifying Statements
  • Staying in Control of the Call
  • Arranging Call Backs
  • Avoid Saying Too Much
  • Getting to the Point Quickly
  • Things to Avoid
Professional Telephone Skills Training Course - Lesson 7 
Managing Angry Clients 
  • Dealing with Irate Clients
  • Showing Concern and Empathy
  • Diffusing Angry Clients
Professional Telephone Skills Training Course - Lesson 8 
Managing the Reception Desk 
  • Managing Customers at Reception
  • Managing the Phones at Reception
Professional Telephone Skills Training Course - Lesson 9 
Finding the Best Phrases 
  • Dealing with Inbound Calls
  • Corporate Communication Policy
Professional Telephone Skills Training Course - Lesson 10 
Professional Voicemail Messaging 
  • Leave a Professional Voicemail Message
  • Customised Voicemail Scripts
  • Closed Greetings
  • Internal Greetings
Professional Telephone Skills Training Course - Lesson 11 
Wrapping Up 
  • Words from the Wise
Have questions about Professional Telephone Skills Training Course? Contact PD Training

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When & Where


Parramatta Absolute Offices
Suite 15, Level 2
103 George Street
Parramatta , NSW 2150
Australia

Tuesday, 13 December 2016 from 9:00 am to 4:30 pm (AEDT)


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PD Training

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Professional Telephone Skills Training Course
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