Learning Impressive Telephone Techniques Certification
This course is also available as in-house training.
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Even with more and more businesses setting up shop in the digital world, telephone interaction remains an integral part of the customer experience. For some businesses, a telephone call may be the only interaction that a customer has with the company or organisation.
However short a telephone call may be, it leaves an impression. Every business hopes that its staff are professional and efficient, when answering the telephone, but not everyone has a) a good natural telephone manner or b) the skills to react quickly, as a call evolves.
This course equips staff who use the telephone to do their job with the skills to handle calls in a positive and efficient manner, in order to create a lasting impression and an excellent customer experience.
The course is suitable for anyone who will benefit from being able to strengthen their customer relationships.
What’s covered in the course?
The content of this course includes:
- How to project a professional and courteous persona over the telephone;
- An understanding of and how to use a professional telephone etiquette in a natural way;
- How to form and retain a positive first impression on the telephone with different types of customers;
- How to sound professional, confident and in control, while on the telephone;
- Handling key phrases that come up during business phone calls, so that they can be used appropriately and effectively;
- Improving the clarity of communication, while speaking on the telephone;
- Building and enhancing listening skills;
- Effectively handling difficult or angry customers, in order to bring about a positive resolution;
- Recognising issues over the telephone and working to effectively negotiate and resolve them, for the benefit of everyone involved;
- Handling telephone rage, abuse and threats in a confident and effective manner, in order to diffuse the situation and resolve the problem;
- Gathering and applying important tools that help ease the anxiety and stress that can arise during a business phone call.
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Duration 7 hours
Modules 6
Certificate of completion
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This course is included as part of our multi-user learning packages.
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Course FAQ
Who can take the Learning Impressive Telephone Techniques Certification course?
There are no entry requirements to take the course.
What is the structure of the course?
The course has 5 modules and should take 7 hours. Each module takes between 15 and 45 minutes on average to complete, although students can spend as much or as little time as they feel necessary on the modules.
Where / when can the course be studied?
The course can be studied at any time and from any internet-connected device.
Is there a test at the end of the course?
Once you have completed the course there is a multiple choice test. The questions will be on a range of topics found within the modules. The test, like the course, is online and can be taken at a time and location of your choosing.
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