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.
| Course name | Length | Outline | Next class |
|---|---|---|---|
| Business Etiquette Training | 1.0 day course | View schedule | |
| Meeting Management Training | 1.0 day course | View schedule | |
| Personal Productivity Training | 1.0 day course | View schedule | |
| Professional Telephone Skills Training | 1.0 day course | 4 July | |
| Time Management Training | 1.0 day course | 16 July | |
| Foundation Skills for Elite Personal Assistants and Executive Assistants Training Course | 1.0 day course | 21 August | |
| Minute-taking Training | 1.0 day course | 6 August | |
| Computer Basics Foundation Training | 1.0 day course | View schedule | |
| Advanced Skills for Elite Personal and Executive Assistants | 1.0 day course | 30 August | |
| Presentation Skills Training - Accelerated 1 day | 1.0 day course | View schedule |
After completing this course participants will be able to:
"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
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
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Topic 1
Providing Effective Client Service
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Topic 2
Your Personality/Your Telephone Voice
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Topic 3
Gaining Your Client’s Trust
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Topic 4
Handling Barriers Over The Phone
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Topic 5
Effective Questioning
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Topic 6
Irate Clients
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Topic 7
Prepare Yourself
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Topic 8
Reception Tips
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Topic 9
Professional Voicemail Messages
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Topic 10
Reflections
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When you want a tailored learning experience targeting exactly what you want without bringing everyone physically together, the best choice is a Live Online Class run by PDT.
We tailor the content and activities to be specific to your current needs and the needs of the people and run the course in our usual activity-based workshop style training, however, the participants can all be offsite, or some can be in the room with others offsite.
Unless you have a preferred tools we use 'Zoom for Education' that includes enhanced collaboration features such as One-click content sharing, real-time co-annotation (people can work together in activity files), and digital whiteboarding, we also include things like live polls and group chats so you virtually have the same collaborative learning experience of attending a course in a room with other people.
We have delivered these 100's (if not 1000's) of times, and get great outcomes. We achieve great outcomes because we keep our learner centric approach - just because it’s delivered through a screen to some or all participants doesn’t mean it needs to be less tailored or less personalised.
You still have an expert trainer who talks to you prior to the session and tailors the delivery to use your terminology, ensure activities are relevant and directly applicable and ensures an engaging learning experience that provide people with skills and techniques they can apply the very next day.
A hybrid class is with some people connecting online, and some people physically together in the same room.
We provide the Training Management Centre which is an information hub before, during and after training.
(Let us know if there’s parts you don’t want to use)
Invites people to training
(So you don’t have to)
Generates Sign in Sheet
(So you don’t have to)
Generates Branded Flyer
If you want to ‘promote’ internally
PDF’s of Certificates
(can be co-branded with your logo)
Collects and Reports feedback
(So you don’t have to)
Complete Results Dashboard
(including trainer insights)
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.
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.
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.
Download Live Online Course Outline (PDF)
|
Topic 1
Your Personality/Your Telephone Voice
|
Topic 2
Gaining Your Client’s Trust
|
|
Topic 3
Handling Barriers Over The Phone
|
Topic 4
Effective Questioning
|
|
Topic 5
Irate Clients
|
$100 Discount!
Every live online class booking entitles
you to a $100 discount on an
in-person public class.
(Discount valid for 18 months)
Looking for a full-day course in a physical room? Check the calendars in Australia and New Zealand
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.
100% Transfer Policy
If an unforseen event prevents public class attendance, no problem. Transfer to new person, course, date or city.
Refresher Course $0
In-House and Public Class participants are welcome to join a public class in the same topic for 12 months.
Multi-modal Reinforcement
Support, reinforcement & extension eLearning and videos in the App.
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.
100% Transfer Policy
If an unforseen event prevents public class attendance, no problem. Transfer to new person, course, date or city.
Refresher Course $0
In-House and Public Class participants are welcome to join a public class in the same topic for 12 months.
Multi-modal Reinforcement
Support, reinforcement & extension eLearning and videos in the App.
Learn what to do and what not to do if you want to be professional on the phone.
Buy Telephone Skills
09 884 0762
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