Welcome Line

This is a one-day interactive, training programme designed for front-line staff who provide a service to customers on the telephone. We can deliver this as an in-house training programme, or brief your trainers to enable them to deliver it to your employees and provide all of the required training materials.

Learning outcomes

The training programme aims to enable participants to:

prepare to communicate with customers by telephone
identify techniques for efficient customer call handling
identify the key requirements for effective speaking on the telephone
listen actively and use a range of questioning techniques
appreciate the principles of selling and marketing on the telephone
handle complaints and difficult situations successfully.

Programme content

1. Introduction

The role of the telephone
Why are we here?

2. Business, service and the telephone

Creating a favourable impression
Being ready when it rings
Physical location of the telephone
Knowing the functions of your telephone system
Accessing key information
Preparing to make and receive calls

3. Best practice in the basics

Opening the call
Transferring calls
Screening and interrupting calls
Unattended telephones
Taking messages
Answerphones and voicemail
Closing the call

4. Specific communication skills

Using your voice
Active listening
Asking questions

5. The telephone as a sales and marketing tool

Everyone sells
Key steps and skills when handling enquiries
Up-selling and on-selling
Making outgoing calls

6. Handling difficult callers and complaints

Increasing business through complaints
Handling telephone complaints

7. Developing an action plan

If you are interested in booking this course, please call us.