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Telephone Skills Training Course

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This training course is designed for people who use the telephone for their day-to-day interaction with customers, suppliers or work colleagues. Focusing on handling inbound calls, delegates will gain an understanding of important telephone techniques along with the key principles of customer service. This one-day course starts by identifying the importance of customer service, the needs and expectations of callers and the 7 service standards for great customer service. The do's and don'ts of communicating by telephone are covered. Essential telephone techniques, including the correct way to handle an incoming call, making an outbound call and leaving professional voice messages are discussed. Delegates are also shown how to handle awkward callers.

DCM can develop customised solutions or deliver off-the-shelf courses in-house for your team. This approach makes perfect sense for groups of 4+ delegates, enhancing cost effectiveness as well as team bonding.

Get Answers to Your Questions in the Telephone Skills Course Brochure. The brochure contains: Course Format; Certification; Trainer Profiles; Previous Clients; Course Syllabus; Full 2017 Timetable & Course Fee.

Get the Telephone Skills Brochure & 2017 Timetable Instantly

What's Inside the Brochure?
  • Full course outline
  • Training Centres (5 Locations)
  • Fee and 2017 Timetable
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Who is this course for?

This one-day telephone skills and customer service training course is designed to improve the knowledge and skills of all staff who deal with customers on the telephone. Such staff are not just in customer service departments, but also include those who are on the reception desk, in the accounts department – in fact anywhere in the company where contact with customers may happen.

What is covered on the course?


  • Why is Customer Service Important?

    Who are our Customers?; Understanding the needs of callers; Customer care standards

  • Communicating by Telephone

    Points of Difference Telephone v Face-to-Face

  • Communication

    The Golden Rules; Using Your Voice Well; Questioning to Gather Information; Adopting Effective Listening Habits

  • Telephone Techniques

    Answering Inbound Calls; Re-Routing Calls; Making Outbound Calls; Leaving Professional Voice Messages

  • Handling Awkward Callers

    Showing Empathy and Understanding; Handling Irate Customers; Dealing with Complaints

Please Note: We can tailor the above Telephone Skills Training to meet your exact training requirements. Get a tailored training quote for your Telephone Skills Training today Click Here

How does it Work?

Onsite Training is when we come to you to provide training on your premises or at a location of your choice. Not only will we run the course at a time and venue that suits you, we will also develop a unique programme particular to the developmental, cultural and business requirements of your company.

What's Involved?


Step 1 | After initial discussions, you meet with our training specialist. Here you both work together to design and sculpt a more comprehensive programme outline.

Step 2 | From this outline, a course is designed which addresses your exact needs. Sometimes this involves a completely new course designed from scratch, this depends on your needs.

Step 3 | Once you're happy with everything, the trainer will deliver the course at a venue of your choice on a date that suits.

Step 4 | Once complete, feedback will be gathered from delegates to ascertain the ‘true’ impact. And finally a report will be compiled for you outlining outcomes alongside your stated objectives.

Get a tailored training quote for your Telephone Skills Training today Click Here

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Location Date Max Attendee Registered
(so far)
Booking
Dublin | Training Centre 8 June 2016 14 14 Fully Booked
Dublin | Training Centre 7 October 2016 14 14 Fully Booked
Dublin | Training Centre 12 May 2017 14 10 Book Now

Get the Full Course Brochure & 2017 Timetable Instantly

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Get the Telephone Skills Brochure Instantly

What's Inside the Brochure?
  • Full course outline
  • Career opportunities and trends
  • Fee's and 2017 Timetable

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Scrummaster Onsite Training Guide

  • Full details of the course

  • Case studies companies we've worked with

  • Our onsite trainer profiles

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Download the 2014 Telephone Skills Course schedule instantly

  • Nationwide locations and venues for 2014

  • Areas include | Dublin, Cork, Galway, Limerick, Meath and many other counties

  • Onsite training is also an option

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Telephone Skills

How can we help?

Thanks for getting in touch.

All of our team are currently busy with customers, so please leave your email address and we will get back to you within 10 minutes.

We promise :)