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Outstanding Telephone Service


Cost: Contact us for quote.   Duration: 1 day


Contact Us to book.

A training methodology that works.

As well as the standard learning principles of applied adult learning and effective reinforcement through workshop based activity, Drake Training incorporates its own methodology which has been derived from over 23 years of professional development and executive training. The STAR methodology is applied to every Drake Training course; it commences with the identification of existing knowledge, moves on to building skills and techniques and is completed by relating learning to the workplace and committing to behavioural change.

Course Overview
Making a call is often the first interaction that a customer has with your business, How that call is answered can leave with good or poor lasting impressions. This course will provide you with the knowledge and skills you need to ensure that when your customers call they have a positive, and pleasant experience and the call is handled effectively. In this fun and interactive course you will have the opportunity to practise a range of techniques to improve your telephone manner and ensure that you are efficient and organised.

Learning Outcomes

Upon course completion, participants will be able to:
•Describe the skills needed to communicate effectively over the phone
•Demonstrate good telephone manner
•Accurately identify the nature of the call
•Take accurate messages
•Leave effective messages
•Deal effectively with difficult customers
•Make effective outgoing calls
•Prepare an action plan for your future development

The telephone and customer service
The importance of good telephone skills
Creating outstanding customer experiences

Diagnostic clinic

Foundations of telephone skills
Answering protocol
Vocal communication
Verbal communication
Assertive conversations
Transferring calls
Closing calls

Receiving calls
Accurately identifying the nature of the call
Taking accurate messages

Handling challenging customers
Why customers seem difficult
Managing difficult situations
Problem solving steps
Assertive conversations
Appropriate venting

Making effective outbound calls
Clarify the purpose for your call
Reaching the right person
Leaving effective messages

Handling pressure
Strategies for busy days
Organise your work space
Identifying and managing stress

Planning into action