Telephone Skills Course

Focusing on handling inbound calls, delegates will gain an understanding of essential telephone techniques along with the key principles of customer service, including the correct way to handle an incoming call, making an outbound call and leaving professional voice messages are discussed.

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 and how to handle objections and deal with challenging situations when they arise.

Support

Dedicated team of trainers and staff, committed to delivering support and advice to our customers.

Experience

We have over 12 years experience providing training for individuals, small, medium and large companies.

Training Team

Our trainers combine professional know-how with experience in their chosen training field.

Quality Assured

Safeguard your training investment. We offer courses accredited by national and international certification bodies.

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Full Course Outline

What's Inside the Brochure - Course Format; Trainer Profiles; Testimonials; Membership Details; Full 2024 & Fee.

Membership Details

By becoming a Member with DCM, you will gain access to exclusive free courses and substantial discounts on our certified courses.

Customer Stories

We work with the biggest brands in Ireland including Symantec, Keelings and Vodafone but don't just take our word for it.

Team Development Needs?

Do you have team development needs? An inhouse training solution is typically less expensive per head than publicly scheduled courses and provides greater business relevance.

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Join thousands of professionals growing their careers with DCM Learning, for free. By becoming a member, you will gain
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We have delivered training courses to some of the biggest organisations in Ireland so you can have confidence in our ability to deliver the results you want to achieve.

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What is covered in this course?

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.

Telephone Communication Skills

Self-assessment of your own style: Strengths & Weaknesses
Do's and Don'ts of Communication over the phone and how to react
Barriers to effective communication
Phraseology & language

Managing Aggressive Behaviour

Telephone techniques: opening calls, bridging gaps in conversation, managing the conversation and closing calls smoothly
Stages of an effective phone call
Controlling the conversation

Dealing with Difficult People

Understanding what causes customers to be demanding/difficult
Engaging the ‘professional brain' instead of the emotional brain
Handling criticism
How to give the best possible service

Please Note: Each delegate will leave the course with an action plan for the workplace

Need Some Advice?

We have an excellent team who are more than happy to give you advice about the course. It doesn't matter what the question please ask, we'd be delighted to help.

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What We Do

Founded in Dublin, DCM Learning is fast becoming recognised as a leading training organisation. We work closely with industry to define the skills and qualifications required to thrive.

At our core, we believe people learn best by doing. We design fun, powerful experiences that have a profound and lasting impact on people and their careers, inspiring new ways of thinking, building critical capabilities and unleashing business success. We empower you to learn from fresh, high-quality content on the skills that matter, taught by leading experts.

Our Customers

We work with small and large companies, individuals, Government Agencies, Universities and blue-chip companies such as Keelings, Google, Zendesk, Novartis, IBM and Symantec, so you can have confidence in our ability to deliver the results you want to achieve.