Customer service training & Business telephone skills

How to build a rapport on the telephone – a professional course presented by Verbatim, The Phone Answering Service.

This training course on “building a rapport on the telephone” is provided by consummate professionals in telephone call answering Verbatim, who answer thousands of calls a day when representing a diverse array of over 500 companies and organisations of all sizes. It’s Verbatim’s business to get it right!

98% of people (The Survey Shop) say “a poor experience on the telephone gives a bad impression of the company” – is there any stronger reason to train your staff how to answer the telephone?

Often the first impression of your business is derived from a telephone conversation between your prospect customer and your receptionist. The prospect may have read about you and decided they would make contact, so it’s essential your team understand how to answer the telephone properly and how to give a fantastic first impression and how to build a rapport.

Who should attend?

Any member of staff who is likely to take an external call such as receptionists, but this inspiring half day course would help any staff who come into contact with customers face to face or on the telephone.

Half day course content

1. Introductions and ice breaker
2. A light hearted quiz all about telephones
3. A look at habits we all get into when answering the phone, both good and bad!
4. A film about basic telephone handling skills
5. Some discussion about how delegates answer the phone at your business
6. Putting the training into practice with some role play and critique
7. What we have learnt – a summary and discussion about future actions

6 key points that will be discussed and addressed when answering the telephone are:

1. Answering a business call
2. How to put a caller on hold
3. The importance of using a caller’s name
4. Accepting responsibility for the phone call
5. Focusing on the caller and giving them your complete attention
6. Listening actively to give appropriate feedback

Delegate Numbers

For quality purposes we try to limit classes to a maximum of ten delegates and to be effective a minimum of six.

• Location: Courses can be run at your promises or a location to suit you.
• Cost: £677 + VAT, including travel within a 50 mile radius of Newbury, Berkshire.