Professional Telephone Skills Training Course

In today's fast-paced business environment, effective communication is the key to success.  So the telephone etiquette displayed by your organisational staff is indicative of their willingness and ability to assist customers professionally and efficiently.

The PD Training Professional Telephone Skills course teaches you fundamental communication skills like how to project professionalism over the phone, how to gain client confidence quickly, how to improve your "phone" voice, how to handle irate customers, tips for handling a busy reception line and much more.

This practical and engaging professional development training course is available now throughout New Zealand, including Auckland, Christchurch and Wellington.

Contact us today for a group quote or register now into the next public course date.

Learning Outcomes
Course Outline
In-House
Training
Public Class
Reviews
  • Learning Outcomes - Professional Telephone Skills Training Course

    After completing this course participants will be able to:

    • 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 manage irate customers professionally
    • Learn tips for handling a busy reception
    • Phrase more effectively for positive and clearer communication
    • Establish the right words for unambiguous, positive & productive communication
    Duration: 1 day course

    The best adult learning experience

    The best adult learning experience

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    PD Training is dedicated to immersive and inspirational learning experiences for busy adults. We believe courseware should keep pace with changes in workplaces and technology.

    So we have written our very own Signature Series that incorporates best practice in modern learner engagement, and continually improves based on trainer feedback, participant feedback and innovations in best practice.

    Welcome to the best adult learning experience in the industry, we look forward to your feedback and suggestions.

    PD Training customer feedback infographic with average of 9 out of 10



    Reviews

    Professional Telephone Skills Training Course Reviews:

    "Having the opportunity to discuss what we do and how we do it was very helpful in ensuring that we are all on the same page."

    Individual Course Participant

    "I enjoyed the open and relaxed environment of the course. I never felt stressed or put on the spot even when asked a question."

    Centrix Group Limited

     

    "I have been answering phones in my job for 15 years. It is not the most important part of my job but it is one way I communicate with my students. I feel the course was helpful in that it made me stop and think about how I approach phone conversations and reinforced some of the stuff I already do. I really enjoyed the skillful questioning section and I also enjoyed the R.A.T.E.R. section."

    Te Kura - The Correspondence School

     

    "Good course for beginners (like myself) to learn how to be more professional when communicating over the phone. Picked up lots of tricks and tips that I would not have thought to do, but will now be implementing. Kathy was a great teacher and got us all involved and answered all questions I had very well. Think it was also made better by the fact that our class size was quite small, so it was slightly personalised for us."

    J.H.Whittaker & Sons

     

    "I thought Roydon was fantastic and the course has been really helpful. Already I have used a few techniques."

    CJ Industries Ltd

     

    "I had a one on one course which was great and I understand that we had to smoosh a whole days worth of training into 3 hours but those pre-training homework things one which is to learn a bit about us asked what we basically want to gain or learn to do by the end of the course. I wrote how to deal with angry customers which we highlighted a little but not go into that much details as what I was hoping due to me saying that its what I wanted to achieve."

    All Pumps Ltd

     

    "I was lucky that Ian has a history working in Mental Health so he could relate the training to my job if not I may have found the training quite pointless. I would definitely recommend people who lack common sense and phone etiquette to take part in this training. I did learn a lot and have confirm requirements that I have asked for at my place of work to be more efficient in my job. Further training in administration, events planning and business writing would be great. Thank you for your time."

    Mana o te Tangata Trust

     

    "The section on handling irate customers using the HEAT model was most useful."

    Auto FInance Direct

     

    New Zealand Government logo
    I did mention at the end of the day that this course was the most engaged I had been from start to finish in a course for a very long time.
    Careers New Zealand
    KiwiRail logo
    Appreciate the way Ian ensured that the things I wanted to learn were covered and in going through the content took time to reiterate and use personal experience for me to learn.
    KiwiRail
    Endeavour Foundation logo
    It was all very informative and very relevant to our line of work.
    Endeavour Foundation
    Endeavour Foundation logo
    Troy was great and we had a really good group. I can't wait to put things into practice.
    Endeavour Foundation
    DHL logo
    Will recommend for any supervisor or team leader with in DHL.
    DHL Supply Chain
    Mitre 10 logo
    I found the course to be thoroughly enjoyable and educational...I loved it and can't wait to put it into action. I do just wish it was longer: I enjoyed it enough to want stay and learn more for a few extra days.
    Mitre 10
    Metcash IGA logo
    I enjoyed the course and found it very useful and I aim to use it in both a professional and personal level. Thanks again Tammy was very good with her delivery and did an excellent job of keeping the group on track whilst at the same time giving everyone a fair time to ask questions. Thank you Tammy I would say the only thing negative is that everyone in the business may not get to do the course as it is invaluable, especially at this time of change.
    Metcash/IGA
    Metcash IGA logo
    I found the course quite interesting & fun, the instructor was very knowledgeable and very precise & well spoken, a very professional trainer, what I received from the course will be very valuable to my Everyday life, with my dealing with customers and my peers
    Metcash/IGA



  • Course Outline - Professional Telephone Skills Training Course

    Download Professional Telephone Skills Training Course Outline

    Foreword:

    The Telephone Skills Training course will provide your staff with the awareness and skills they need to handle phone calls with a higher level of professionalism. This will ensure that a positive image of your organisation is reinforced and strengthened with every conversation.

     

    The skills and the attitude projected by staff over the telephone form a lasting impression in the minds of any organisation's customers, making them a critical customer 'touch point'.

     

    Today virtual teams are the norm rather than the exception, and one of their primary channels of communication is the telephone. Hence, it is imperative for virtual employees to also have a good understanding of business telephone etiquette in order to provide efficient information exchange.

     

    This Professional Telephone Skills Training Program aims at helping employees create a lasting impression in their customers' minds and reflects the organisation in the best light possible.  The course focuses on developing telephone etiquette and skills to deal with customers assertively, empathetically with a sense of care and positive attitude.

     

    Professional Telephone Skills Training Course - Lesson 1
    Providing Effective Client Service
    • Welcome
    • The Ten Commandments of Good Business
    • What Makes An Effective Client Communicator?
    • The Seven Deadly Sins of Service
    • Reflection
    Professional Telephone Skills Training Course - Lesson 2
    Your Personality/Your Telephone Voice
    • LDP Review – Communication Evolution Tool
    • The Communication Model
    • The ABCDE (Five Qualities) of a Good Telephone Voice
    • Your Welcome – Should HAIL
    • Voice Modulation – The 6 P’s to Para verbal Communication
    • Reflection
    Professional Telephone Skills Training Course - Lesson 3
    Gaining Your Client’s Trust
    • You never get a second chance to make a good first impression
    • Create a Positive First Impression:
    • 4 Key Parts to your Phone Greeting
    • Put Your Clients at Ease with Positive Language
    • Show Urgency
    • Getting to the Point Quickly - Saying Too Much
    • Ending a Call Politely and Professionally
    • Put it into Practice
    • Reflection
    Professional Telephone Skills Training Course - Lesson 4
    Handling Barriers Over The Phone
    • Managing the 5 Barriers
    • Words That Must Never Be Used
    • Reflection
    Professional Telephone Skills Training Course - Lesson 5
    Effective Questioning
    • WIIFM
    • Good Questioning Techniques
    • Ask yourself the following 5
    • Open and Closed Questions
    • Clarifying Questions
    • Seek Satisfaction/Understanding
    • Questions to Keep Control of the Call
    • Arrange When You Will Call Them Back
    • Reflection
    Professional Telephone Skills Training Course - Lesson 6
    Irate Clients
    • How to Deal with Angry Clients
    • The Challenge of Angry Clients
    • Do Not Allow Negative Emotions to Affect You
    • High Emotion – Low Intelligence
    • Use the HEAT to Defuse an Irate Client
    • Reflection
    Professional Telephone Skills Training Course - Lesson 7
    Prepare Yourself
    • Planning Phone Calls
    • Check Your Ringtone
    • Transferring Calls
    • Asking a Client to Hold
    • Taking Messages
    • Reflection
    Professional Telephone Skills Training Course - Lesson 8
    Reception Tips
    • Serving Clients at the Reception: The Dos
    • Serving Clients at the Reception: The Don’ts
    • Reflection
    Professional Telephone Skills Training Course - Lesson 9
    Professional Voicemail Messages
    • What to Include in a Voicemail Message?
    • Customised Messages for Different Callers
    • Closed Greeting
    • Internal Greeting
    • Practice, Practice, Practice
    • Reflection
    Professional Telephone Skills Training Course - Lesson 10
    Reflections
    • Create an Action Plan
    • Accountability = Action

  • In-House Training

    Clients and testimonials

    In-House training benefits:

    • Flexible length - sessions as short as 1-hour
    • Cost effective - great group pricing
    • Greatest impact in the shortest time
    • Excellent Team Building Opportunity
    • Certificate of Completion (always available in the App)
    • Comprehensive courseware as books (& available in the App)

    Delivery Options for In-house training
    1-hour Motivator
    one hour motivator
    3-hour Power Sessions
    3 hour power session
    Full-day training
    full day training
    Conferences
    Conferences

    Choose the Training Location


    You can expect:

    Activities and discussion

    To Be Engaged All Day

    Activities and discussion for engaged learning all day.

    Real world trainer

    An outstanding trainer

    On average PDT trainers have 15 years industry experience 7 years training experience.

    Tailored training

    Focussed on you

    We always tailor activities and scenarios to be relevant to you.

    Refresher course

    Refresher Course $0

    In-House and Public Class participants are welcome to join a public class in the same topic for 12 months.

    Price coaching

    1/2 Price Coaching

    We all know the importance of reinforcement, so we'll come back within 90 days of the original course 1/2 price.

    Confidence of booking

    Acclaimed Provider

    The confidence of booking with an acclaimed multi national training company.

    eLearning and video

    Multi-modal Reinforcement

    Support, reinforcement & extension eLearning and videos in the App.

    Orgmenta app
  • Public Class Dates for Professional Telephone Skills Training Course

    Details:

    • Time: 9:00 AM - 4:30 PM
    • Small classes, average 5 people, max 16
    • Prices excl. GST
    • Lunch and refreshments included
    • Pay on Invoice or by Credit Card

    Questions:

    • Certificate of Completion (always available in the App)
    • Comprehensive courseware as books (& available in the App)

    When you book a Public Class with PD Training you can expect:

    Activities and discussion

    To Be Engaged All Day

    Activities and discussion for engaged learning all day.

    Real world trainer

    An outstanding trainer

    On average PDT trainers have 15 years industry experience 7 years training experience.

    Tailored training

    Focussed on you

    We always tailor activities and scenarios to be relevant to you.

    Transfer policy

    100% Transfer Policy

    If an unforseen event prevents public class attendance, no problem. Transfer to new person/course/date/city.

    Refresher course

    Refresher Course $0

    In-House and Public Class participants are welcome to join a public class in the same topic for 12 months.

    Confidence of booking

    Acclaimed Provider

    The confidence of booking with an acclaimed multi national training company.

    eLearning and video

    Multi-modal Reinforcement

    Support, reinforcement & extension eLearning and videos in the App.

    Orgmenta app
    Location Date 1 Date 2 Date 3 Date 4
    Auckland
    338 Ponsonby Road Ponsonby 1011
    Aug 14
    1 day course
    $495.00
    Click to book
    Last chance!
    Sep 28
    1 day course
    $495.00
    Click to book
    Filling fast
    Nov 5
    1 day course
    $495.00
    Click to book
    Filling fast
    Dec 12
    1 day course
    $495.00
    Click to book
    Filling fast
    Wellington
    Level 8, 11 Hunter Street Wellington 6011
    Aug 14
    1 day course
    $495.00
    Click to book
    Last chance!
    Sep 28
    1 day course
    $495.00
    Click to book
    Filling fast
    Nov 5
    1 day course
    $495.00
    Click to book
    Filling fast
    Dec 12
    1 day course
    $495.00
    Click to book
    Filling fast
    Christchurch
    13 Stanley Street, Sydenham Christchurch 8023
    Aug 14
    1 day course
    $495.00
    Click to book
    Filling fast
    Sep 28
    1 day course
    $495.00
    Click to book
    Filling fast
    Nov 5
    1 day course
    $495.00
    Click to book
    Filling fast
    Dec 12
    1 day course
    $495.00
    Click to book
    Filling fast
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Pre-Class Activities | Always Available Courseware | On Demand Support

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Beyond the classroom, the orgmenta app from PD Training augments our instructor led courses by engaging learners before, during and after training.

The Learning impact is increased by providing a personalised and contextualised learning experience, followed by ongoing collaboration and reinforcement on demand.

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