Customer Service Training & Business Telephone Skills

How to build rapport on the telephone - presented by Verbatim, the phone answering service.

Who better to provide telephone skills training than Verbatim who answer calls for over 450 organisations of all shapes and sizes?

Why train your staff in call answering?

You only have one chance to create a good first impression and this makes your receptionists and telephonists extremely important, but often under-rated, members of your team.

Research by 'The Survey Shop' revealed that 98% of people say “Poor telephone handling gives a bad impression of the company”. Other reseach shows that more than 60% of buisness is initiated by a telephone call.

Who should attend?

All front-line receptionists and members of staff who come into contact with customers, face-to-face or on the telephone.

Half-day Course Content

1. Introduction and ice breaker
2. The telephone quiz
3. Examining good and bad telephone habits and their consequences
4. Basic Telephone Skills DVD
5. How should you answer the phone at your firm?
6. Role play
7. Summary and future actions

 

The 10 key points when answering a call are:

1. Answering a business call
2. Putting a caller on hold
3. Using the caller’s name
4. Taking responsibility for the call
5. Giving the caller your complete attention
6. Active listening by giving appropriate feedback
7. Taking accurate messages
8. Keeping control of the call
9. What to avoid!
10. The WOW factor!

 

Delegate numbers:

We prefer classes to be limited to a maximum of 10 delegates and a minimum of 6.

• Location: Your premises or a location to suit you. 
• Cost: £677 + vat including travel within a 50 mile radius of Newbury, Berkshire.

Use the form to Contact us today to find out how Phone Skills Training could help your business or call us on Freephone 0800 0787 300.