Telephone Techniques - Incoming & Outgoing Calls course

Course Overview

This telephone training course deals with telephone etiquette when making both incoming and outgoing calls. Live calls are made to help delegates improve their skills in these vital areas.

This Telephone Techniques - Incoming & Outgoing Calls course is available throughout the UK.

CPD Value 5.5 Hours

Course Locations

Telephone Techniques - Incoming & Outgoing Calls London
Telephone Techniques - Incoming & Outgoing Calls Manchester
Telephone Techniques - Incoming & Outgoing Calls Nottingham
Telephone Techniques - Incoming & Outgoing Calls Birmingham
Telephone Techniques - Incoming & Outgoing Calls Bristol
Telephone Techniques - Incoming & Outgoing Calls Edinburgh
Telephone Techniques - Incoming & Outgoing Calls Leeds

Related Courses

Here is a selection of courses that we think you might also be interested in.

Gaining Commitment on the Telephone
Dealing with Incoming Calls Positively
Call Centre - Achieving Best Practice
Masterclass in Handling Incoming Telephone Calls - Half Day (pm)
Excellent Customer Care - Incoming Calls
Handling Difficult Conversations Confidently - Half Day (pm)

This course qualifies for Continuous Professional Development hours. Learn more about CPD

Timetable

09:30 - 10:00 Coffee & Course Objectives

10:00 - 10:45 Task 1 (What do we hate about calling other companies?)

10:45 - 11:15 Participant to make Outgoing Calls.

11:15 - 11:45 Incoming Calls - The Basics (First impressions, Answering the Telephone, The Correct Vocabulary, Keep In Touch, Details)

11:45 - 12:00 Coffee Break

12:00 - 13:00 Outgoing Calls (Who?, Why?, When?)

13:00 - 14:00 Lunch Break

14:00 - 14:30 Task 2 (What do you really want to achieve with these calls?)

14:30 - 15:15 Negotiating Skills On The Telephone

15:15 - 15:30 Coffee Break

15:30 - 16:00 Participant to Make Outgoing Calls

16:00 - 16:30 Using A Prospect System (Following up enquiries effectively)

16:30 - 16:45 Summary & Action Plans Agreed

Testimonials

Very good course.

Andrew Brodie, Morgan Elliot

Doubtful at first - But very good course.

Roy Doakes, Morgan Elliot

Really happy with today's session. I have really learnt some really good things and will put them into practice.

Shannara Cosgrove, Prinova Europe

Would like to recommend other companies to come to the course.

Rosemary Bascombe,Iguzzini

Great experience. Would definitely do this course again.

Carly Wilson, Iguzinni

It was wonderful, I have learnt so much.

Charlotte Buckley, Iguzzini

Very informative, given a different aspect on how calls are received by customers.

Sonia Harper, East of England Co-operative Society

Presentation was very good, clear, precise and tone was excellent

Deborah Haorewood, Zurich Private Clients

Benefits

Greater confidence to make outgoing calls professionally
Greater confidence to handle incoming calls courteously and professionally
The ability to get through to the right person
Increased confidence to return calls
To return to the workplace with genuine leads generated during the course
Discuss and resolve any obstacles and problems