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Professional Telephone Skills

HomeProfessional DevelopmentProfessional Telephone Skills

Date:       16th of May 2018 (Full)

Cost:         €95 per person

Time:        9.30am to 5.00pm

Venue:     Gateway Business Centre, Athy Road, Carlow

Telephone skills are essential for anyone who interacts with others by phone. Our 1-day course will develop your core skills, so that you can present a professional persona at all times.

Telephone skills are the same in every sector. Therefore, the techniques you will learn during this course are suitable for participants from any industry.

Course Benefits

  1. Develop a Professional Telephone Manner

The primary objective of this workshop is to help you create a strong set of telephone skills that enable you to interact with every customer in a way that leaves a positive impression.

  1. Excellent Communication Skills

Communication skills are at the heart of every successful phone interaction. We work on clear communication, listening skills, questioning and verifying information.

  1. An Ability to Handle Difficult Situations

Even the best customer care representatives encounter difficult conversations. The skills you learn here will ensure you are ready to handle any challenging conversation professionally.

  1. A Practical Approach

We believe in “learning by doing”, so this workshop incorporates plenty of active learning, discussion and group exercises.


Course Content

Creating a Professional Image

  • Understanding your role as first point of contact
  • Delivering a positive first impression
  • Setting the tone for your call
  • Presenting a professional, yet personable image

Communicating with Customers

  • Communicating clearly
  • Asking the right questions
  • The importance of listening skills
  • Verifying information
  • Maintaining control of each call

Problem Solving

  • Taking a pro-active approach
  • How to turn difficult conversations into opportunities
  • Achieving a positive outcome