Telephone Skills Training Course Podcasts

by ltconsulting on October 27, 2011

In addition to our training courses we have also produced a series of podcasts which allow you to discover first hand how effective our training is. These podcasts are short snippets taken from actual training courses where our trainers discuss topics, tips, techniques and strategies with our course delegates and give you the listener, a real insight into the world of telephone skills.

Our  telephone training seminars enable delegates to understand that it is essential that they represent their organisation in a professional and friendly way. Clear and effective communication is essential to ensure that the business is not lost. Every customer calling your organisation should receive a positive and seamless service that is professional, efficient and responsive. Customers who are handled well will notice the good service, bring more business and hopefully build a long term relationship with you. Customers who are not handled well damage your reputation and take their business to the competition.

PODCAST 1 – Professional use of the telephone.

In this live podcast, Total Success’s Senior Trainer, Warren Wint goes through professional use of the telephone.

Topics include:

  •   Courtesy
  •  Enthusiasm
  •  Welcoming
  •  How to put a smile in your voice

Telephone skills 1

PODCAST 2 – Managing customer’s expectations

In this live podcast, Total Success’s Senior Trainer, Warren Wint is discusses managing customer’s expectations:

Topics include:

  • providing great service
  • how to express yourself
  • deliver information in a clear, simple and effective way
  • maintain strength of delivery
  • construct language in a positive way

Telephone skills 2

PODCAST 3 –  Telephone manner and Image representation

In this live podcast, Total Success’s Senior Trainer, Warren Wint goes through professional use of the telephone and image representation.

Topics include:

  • building confidence
  • concentration
  • how to make an impact through verbal communication

And the four important factors of telephone customer service:

  • promptness
  • courtesy
  • organisation
  • helpfulness

Telephone skills 3

If you or your staff have to deal with customers both face to face or over the telephone then effective Customer Care training is essential in enabling you to develop a Customer Caring or ‘Customers First’ attitude to delivering service effectively and consistently.

Total Success run a one-day Telephone Skills and Customer Care course for those wishing to learn telephone etiquette and handling customers on the telephone.

For those who’s customer service training requires tips and techniques in both telephone and face to face skills in handling difficult customers (such as rude, angry or aggressive customers) as part of their daily duties we also provide a Customer Service and Customer Care training course that deals with these types of customer. It also covers handling customer complaints; tips for retaining customers and how to diffuse customer conflict quickly and efficiently.

More and more companies are increasing their use of the telephone as the quickest and most convenient way of establishing customer contacts. Call centres and mail order are the fastest growing operational departments for UK organisations. It is essential that all employees represent their organisation in a professional and friendly way. Clear and effective communication is essential to ensure that the business is not lost. If your staff are not trained properly on telephone skills, how much business are they losing your company

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