Professional Telephone Skills Training

In today's fast-paced business environment in New Zealand, 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.

Your Learning Outcomes

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

PDT Training specialise in:

Live Online

Face-to-Face

Hybrid

Plus the workshops are always tailored to your current context

"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

 

"I really enjoyed the course because since I was the youngest participant it was very beneficial when listening to others when sharing about their experiences, stories and questions. I also found learning about professionalism, vocal exercises and rephrasing sentences/words exercises very useful and will try my best to apply this knowledge."

Inspection Services Ltd

 

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

Plus you’ll also receive:

shield

Money Back
Guarantee

If you’re not happy with the outcomes from
the course we offer a money back guarantee

profiles

REACH
Profiles

For every participant
valued at $199 each

sick

Sick Day
Safety Net

No one left behind
with our 1/2 price re-run promise

dashboard

Development
Dashboard

12-months access to the unique REACH Future Proofing Personal Development Dashboard with personally curated learning to develop agility to adapt to different people tasks and situations.

Learn Professional Telephone Skills Training Now

The Telephone Skills Training course in New Zealand 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.

 

See the Live Online tab for the course outline for the live online course

Course Outline for Professional Telephone Skills Training

After completing this course, participants will have learned to:

Topic 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

Topic 2

Your Personality/Your Telephone Voice

  • REACH 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

Topic 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

Topic 4

Handling Barriers Over The Phone

  • Managing the 5 Barriers
  • Words That Must Never Be Used
  • Reflection

Topic 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

Topic 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

Topic 7

Prepare Yourself

  • Planning Phone Calls
  • Check Your Ringtone
  • Transferring Calls
  • Asking a Client to Hold
  • Taking Messages
  • Reflection

Topic 8

Reception Tips

  • Serving Clients at the Reception: The Dos
  • Serving Clients at the Reception: The Don’ts
  • Reflection

Topic 9

Professional Voicemail Messages

  • What to Include in a Voicemail Message?
  • Customised Messages for Different Callers
  • Closed Greeting
  • Internal Greeting
  • Practice, Practice, Practice
  • Reflection

Topic 10

Reflections

  • Create an Action Plan
  • Accountability = Action

4.7/5

from 202 responses
Download PDF Outline Duration: 1.0 Days

Plus you’ll also receive:

shield

Money Back
Guarantee

If you’re not happy with the outcomes from
the course we offer a money back guarantee

profiles

REACH
Profiles

For every participant
valued at $199 each

sick

Sick Day
Safety Net

No one left behind
with our 1/2 price re-run promise

dashboard

Development
Dashboard

12-months access to the unique REACH Future Proofing Personal Development Dashboard with personally curated learning to develop agility to adapt to different people tasks and situations.

Learn Professional Telephone Skills Training Now

We create training that meets your needs.

1-hour Motivator

3-hour Power Sessions

Full Day Training

Conferences & Summits

  • OFFSITE
  • AT YOUR WORKPLACE
  • ONLINE

We’ll make things easier so you can focus on adding more value

We take care of all of the details, so you don’t have to:

  • Invite people to
    training
  • Sign
    In Sheet
  • Generate Branded
    Course Flyers
  • PDF’S of
    Certificates
  • Collects and
    Reports Feedback
  • Complete Results
    Dashboard

What are people going to do differently?

At the completion of training participants are encouraged to create an action plan, and invite an accountability buddy via their Orgmenta App.

In your Training Management Centre you have transparency to the action plans so you can see what people are going to do differently.

Want to get clear on impacts and measure success? We support you.

Our systems and people make it easy to identify how you’ll be able to measure impacts and then report on the success in the weeks or months after training.

Do you already have a training management system and wish they were automatically up to date?

It’s surprisingly easy to make it so that your system can automatically be up to date with all the training record details you need.

More than just a training provider - we are your learning and development partner.

We look forward to working with you, talk to one of our friendly expert consultants today.
Talk to our team

Details:

  • Small classes, average 5 people, max 16
  • Certificate of Completion (always available in the App)
  • Comprehensive courseware available in the App

Questions:

Upcoming Live Classes

Live Online

3-hour course

12:00 pm - 3:00 pm Pacific/Auckland

$480.00

29 January

Enrol Now Last chance!

10 April

Enrol Now Filling fast

18 July

Enrol Now Filling fast

26 September

Enrol Now Filling fast

Course Outline for Professional Telephone Skills Training

After completing this course, participants will have learned to:

Topic 1

Your Personality/Your Telephone Voice

  • REACH 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

Topic 2

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

Topic 3

Handling Barriers Over The Phone

  • Managing the 5 Barriers
  • Words That Must Never Be Used
  • Reflection

Topic 4

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

Topic 5

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

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

To Be Engaged All Day

Activities and discussion for engaged learning all day.

An outstanding trainer

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

Focussed on you

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

Refresher Course $0

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

Acclaimed Provider

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

Multi-modal Reinforcement

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

Details:

  • Small classes, average 5 people, max 16
  • Prices excl. GST
  • Lunch and refreshments included
  • Certificate of Completion (always available in the App)
  • Comprehensive courseware available in the App
  • Pay on Invoice or by Credit Card

Questions:

Auckland

1.0 day course

ACE Training, Level 3, 46 Brown Street, Ponsonby Auckland NZ 1021

$750.00

29 January

Enrol Now Last chance!

10 April

Enrol Now Filling fast

18 July

Enrol Now Filling fast

26 September

Enrol Now Filling fast

Christchurch

1.0 day course

ACE Training, Unit 7, 15 Sir Gil Simpson Drive Christchurch NZ 8053

$750.00

29 January

Enrol Now Filling fast

10 April

Enrol Now Filling fast

18 July

Enrol Now Filling fast

26 September

Enrol Now Filling fast

Wellington

1.0 day course

ACE Training, Level 1, 89 The Terrace, Wellington Central Wellington NZ 6011

$750.00

29 January

Enrol Now Filling fast

10 April

Enrol Now Filling fast

18 July

Enrol Now Filling fast

26 September

Enrol Now Filling fast

Course Outline for Professional Telephone Skills Training

After completing this course, participants will have learned to:

Topic 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

Topic 2

Your Personality/Your Telephone Voice

  • REACH 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

Topic 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

Topic 4

Handling Barriers Over The Phone

  • Managing the 5 Barriers
  • Words That Must Never Be Used
  • Reflection

Topic 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

Topic 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

Topic 7

Prepare Yourself

  • Planning Phone Calls
  • Check Your Ringtone
  • Transferring Calls
  • Asking a Client to Hold
  • Taking Messages
  • Reflection

Topic 8

Reception Tips

  • Serving Clients at the Reception: The Dos
  • Serving Clients at the Reception: The Don’ts
  • Reflection

Topic 9

Professional Voicemail Messages

  • What to Include in a Voicemail Message?
  • Customised Messages for Different Callers
  • Closed Greeting
  • Internal Greeting
  • Practice, Practice, Practice
  • Reflection

Topic 10

Reflections

  • Create an Action Plan
  • Accountability = Action

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

To Be Engaged All Day

Activities and discussion for engaged learning all day.

An outstanding trainer

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

Focussed on you

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

Refresher Course $0

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

Acclaimed Provider

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

Multi-modal Reinforcement

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

Outstanding learning that people can do in the flow of work

  • Fresh targeted video-based microlearning content with interactive lessons and quizzes included.
  • Rigourous review process
  • Only $11.00 per course per person per year
  • Or get the $110.00 bundle and save
Purchase the microlearning bundle

Learn what to do and what not to do if you want to be professional on the phone.

Buy Telephone Skills

Asking Questions

The most important foundation for communication and building meaningful relationships is listening, develop your skills with this micro eLearning course.

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