TRUSTED BY PEOPLE AT COMPANIES BIG AND SMALL...

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  • IGA logo

Acquire practical telephone skills applicable to a range of roles...


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.

How You And Your Team Will Benefit From This Training

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

Here Are Just Some Of The Skills You'll Learn


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

Choose Your Preferred Delivery Option

Public Training or In-House Training

Public Training

  • Small classes, average 5 people, max 16
  • Expert trainer with minimum 5 years' experience
  • All attendees earn a Certificate of Completion
  • Lunch and refreshments provided
  • Flexible payment: Invoice or Credit Card
  • Achieve a tangible and measurable ROI
  • Prices excl. GST
  • 9:00 a.m. - 4:30 p.m.
  • Small, average 5 people, max 16
  • Pay on Invoice or Credit Card

Select your preferred date below to book online:

Auckland

338 Ponsonby Road Ponsonby 1011

Oct 24
1 day course
$495.00 book
Filling fast
Dec 6
1 day course
$495.00 book
Filling fast
Jan 16
1 day course
$495.00 book
Filling fast
Feb 26
1 day course
$495.00 book
Filling fast

Wellington

Level 8, 11 Hunter Street Wellington 6011

Oct 24
1 day course
$495.00 book
Filling fast
Dec 6
1 day course
$495.00 book
Filling fast
Jan 16
1 day course
$495.00 book
Filling fast
Feb 26
1 day course
$495.00 book
Filling fast

Christchurch

13 Stanley Street, Sydenham Christchurch 8023

Oct 24
1 day course
$495.00 book
Filling fast
Dec 6
1 day course
$495.00 book
Filling fast
Jan 16
1 day course
$495.00 book
Filling fast
Feb 26
1 day course
$495.00 book
Filling fast

In-House Training

In-House training is delivered anywhere in your preferred location by an expert trainer with a minimum of 5 years' experience with the topic.

  • Tailored to your team at no extra cost
  • Cost effective - great group pricing
  • You choose the day, duration, place and time
  • Flexible length - sessions as short as 1 hour
  • Greatest impact in the shortest time
  • Great team building opportunity
  • More convenient, people don't need to go off-site
  • World's leading reinforcement system

Your Learning Experience is Enhanced with Our Orgmenta App

Pre-Class Activities | Always Available Courseware | On Demand Support

The Orgmenta app was designed to maximise the benefits of attending a PD Training Course.

The app allows you to provide feedback, before the course, on what you would prefer to focus on and also provides you with an insight into your own personal learning style.

This information allows us to tailor each course to your specific needs.

After the course, the app provides you with easy access to a range of post-course support tools including bonus training content, private forums, videos and electronic courseware.

Orgmenta app in device

WHAT PREVIOUS PARTICIPANTS SAY ABOUT
OUR PROFESSIONAL TELEPHONE SKILLS TRAINING COURSE

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
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