Professional Telephone Skills

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Short Description The telephone is the window to your organisation and if used in a confident, competent and knowledgeable manner can significantly increase customer satisfaction levels.
Duration 1 Day
Who Should Attend All those who, as part of their job responsibilities, use the telephone – especially recommended for receptionists who are the first contact with the company.
Pre-requisites There are no pre-requisites for this programme.
Key Subject Areas
  • The importance of the telephone as the window to the company.
  • How to hold, transfer and use of messaging systems.
  • How to answer, greet, clarify the customer needs, take messages and close the call.
  • How to handle challenging or difficult callers.
  • The use of positive language, diction, pronunciation, clarity, pitch and tone.
  • Listening actively and the use of questioning techniques.
  • How to build rapport and how to say “no”.
  • A practical session using the skills learnt.
Learning Outcomes This workshop will enable the participant to
  • Understand that the telephone is a vital element toward achieving professional customer service.
  • Have meaningful and pleasant interaction with the caller and offer excellent service and help.
  • Be positively aware of the need for clarity, good pronunciation, language, tone and attitude.
  • Be able to gain rapport with callers and develop positive communication links.
  • Be able to listen, use open questions and clarify the caller’s needs.
Certification Following successful completion of the KiwiHost Professional Telephone Skills workshop, participants will receive an internationally recognised KiwiHost certificate.
Materials Supplied Each participant will receive a 44 page workbook, and the instantly recognisable KiwiHost badge.
Presentation Method Facilitator-led with highly interactive material, including video examples, exercises and discussion.
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