Effective Telephone Skills

This powerful, informative and interactive half-day learning experience explores practical tips and techniques that can be used to maximise the positive potential of telephone based interactions and use active listening and questioning techniques to overcome communication barriers.

Learning Outcomes

  • Introduce and conclude the call in a positive, warm, friendly and professional manner so that the customer feels that they are the number one priority.
  • Build rapport over the phone by:
    • Using the customer’s name.
    • Adopting an enthusiastic and friendly tone of voice.
  • Use the “hold” and “transfer” functions in a customer-focused manner.
  • Build rapport with customers while conveying a positive and professional impression verbally and vocally.
  • Use active listening and questioning techniques to overcome communication barriers.
  • Transform/reword negative and inflammatory language and phrases into professional and constructive alternatives.

 

Price

Members (three or more SOCAP members from one company) $500 per person.
Members $550 per person
Non-member $600 per person

Register Online or Call 02 8095 6426 for more information

Can’t make the dates, no problem, we can come to you

Our training courses and workshops are available to be conducted in-house, on your site, at a date that is convenient for your entire team. Ask us for a tailored proposal for your team’s training by calling 02 8095 6426 or email socap@socap.org.au