Telephone Techniques

The purpose of this training is to understand how the use of the telephone impacts on customer relationships, and to acquire the skills and techniques needed to provide telephone service excellence. One important way your customers and prospects evaluate your organisation is through the manner in which their telephone calls are handled as this is often their first point of contact.

Course Times

• 8:30am to 11:30am

• Understand how to handle calls effectively
• Use your voice to convey the right message
• Satisfy customer needs effectively
• Understand customer diversity
• Provide customers with enhanced telephone service
• Explain why complaints are important
• Effectively handle complaints and difficult behaviours in accordance with organisational guidelines
• Find effective ways to stay energised

This course requires no previous training or experience.

“I enjoyed the cooperative and interactive nature of this course, much better than sitting and watching a presentation.” Anita

“Good tools to implement” Thomas from Fortescue Metals Group

“The best part of this course was learning different methods” Jaella Fortescue Metals Group

“Enjoyed interactive learning and visual explanations” Kahri from Fortescue Metals Group

“Course reminded us to take into account the caller’s perspective” Taryn from Fortescue Metals Group

“The best feature was practicing language to suit our circumstance” Chanel from Fortescue Metals Group

“I liked the variety of activities we did” Robyn from Peet Limited

“Best part of this course was the trainer’s approach and knowledge” Liza from City of Bunbury