Essential Telephone Skills and Techniques

Essential Telephone Skills and Techniques, available at Free, has an average rating of 4.53, with 6 lectures, based on 89 reviews, and has 1367 subscribers.

You will learn about Learn more about why telephone skills are so important in business Understand how to hone your listening skills, and recognise what could go wrong How to handle calls professionally and effectively Ways to deal with difficult customers on the telephone The Do's and Don'ts – what to avoid and what to enjoy! This course is ideal for individuals who are This course will give you new employability skills if you're moving into an customer service role or If you plan to work in a customer support centre or client facing role, this will enhance your prospects It is particularly useful for This course will give you new employability skills if you're moving into an customer service role or If you plan to work in a customer support centre or client facing role, this will enhance your prospects.

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Summary

Title: Essential Telephone Skills and Techniques

Price: Free

Average Rating: 4.53

Number of Lectures: 6

Number of Published Lectures: 6

Number of Curriculum Items: 6

Number of Published Curriculum Objects: 6

Original Price: Free

Quality Status: approved

Status: Live

What You Will Learn

Learn more about why telephone skills are so important in business
Understand how to hone your listening skills, and recognise what could go wrong
How to handle calls professionally and effectively
Ways to deal with difficult customers on the telephone
The Do's and Don'ts – what to avoid and what to enjoy!

Who Should Attend

This course will give you new employability skills if you're moving into an customer service role
If you plan to work in a customer support centre or client facing role, this will enhance your prospects

Target Audiences

This course will give you new employability skills if you're moving into an customer service role
If you plan to work in a customer support centre or client facing role, this will enhance your prospects

In business and in leisure, we are all expected to deal with other people over the phone. When we aren’t having an ‘in person’ conversation, and we aren’t getting eye contact, it’s easy to forget some of the simple etiquette which is important for a positive exchange. In fact, if the only part of your communication is verbal, it’s sometimes the case that we misinterpret information, we feel irritated at the miscommunication, we get distracted by other factors in the vicinity, and mis-hear words and instructions.

This can lead to poorly handled conversations. In professional terms, this could translate to missed business, unhappy customers, lost sales, wasted opportunities for sales, badly handled messages being taken, incorrect spellings…. and I could go on.

Not to mention the bad temper, feelings of frustration and eventual low review of your business or company if we get the call-handling wrong.

So in my course Essential Telephone Skills and Techniques, I’ll be covering some first class telephone etiquette, using my super-successful verbal formula for handling difficult customers, and giving you a step-by-step process to accomplish this.

I’ve uploaded examples of telephone Do’s and Don’ts, which you can print out and leave nearby as a memory-jogger, for when those particular moments try to catch you out.

You’ll come away from the course with a clear picture of how you can work so positively on your telephone skills.

Course Curriculum

Chapter 1: Introduction

Lecture 1: Introduction

Lecture 2: Session 1 – Why are Telephone Skills important?

Lecture 3: Session 2 – The Do's and Don'ts of telephone skills

Lecture 4: Session 3 – Develop amazing listening skills

Lecture 5: Session 4 – Dealing with difficult customers

Lecture 6: Bonus quiz

Instructors

Hilary Nunns
Training professional

Rating Distribution

1 stars: 0 votes
2 stars: 1 votes
3 stars: 12 votes
4 stars: 40 votes
5 stars: 36 votes

Frequently Asked Questions

How long do I have access to the course materials?

You can view and review the lecture materials indefinitely, like an on-demand channel.

Can I take my courses with me wherever I go?

Definitely! If you have an internet connection, courses on Udemy are available on any device at any time. If you don’t have an internet connection, some instructors also let their students download course lectures. That’s up to the instructor though, so make sure you get on their good side!

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