Professional Telephone Skills Training Course

Learn how to communicate more professionally on the telephone, manage difficult customers, improve your listening skills and much more with our 1-day PD Training Professional Telephone Skills Course.  This course was developed to help your staff conduct better, business-related phone conversations and provide excellent service and support via the telephone.

You will learn skills like improving your phone "voice", what words should never be used, how to use effective questioning techniques, dealing with angry customers, what to say when leaving voicemails, staying in control of the call and much more. 

This Professional Telephone Skills training course can be delivered at your premises anywhere in Singapore by one of our expert local or international trainers.

Contact us today for a group quote or register now into the next public course date.

Learning Outcomes
Course Outline
In-House
Training
Public Class
  • Learning Outcomes - Professional Telephone Skills Training Course

    After completing this course participants will have learned to:

    • Learn how to provide effective client service over the phone
    • Project a professional image over the phone
    • Master a professional, effective & reassuring telephone voice
    • Gain client's trust using proven communication techniques
    • Learn to question effectively over the phone
    • Master proven techniques to manage irate customers professionally
    • Learn tips for handling a busy reception
    • Phrase more effectively for positive and clearer communication
    • Establish the right words for unambiguous, positive & productive communication
    Duration: 1 day course

    The best adult learning experience

    The best adult learning experience

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    PD Training is dedicated to immersive and inspirational learning experiences for busy adults. We believe courseware should keep pace with changes in workplaces and technology.

    So we have written our very own Signature Series that incorporates best practice in modern learner engagement, and continually improves based on trainer feedback, participant feedback and innovations in best practice.

    Welcome to the best adult learning experience in the industry, we look forward to your feedback and suggestions.




    Reviews

    Professional Telephone Skills Training Course Reviews:

    "Jack is a very accommodating trainer whom takes in last minute requests and feedback on the course modules. He is also able to give examples and share experiences with participants for relating to their work."

    Pan Pacific Marketing Services Pte Ltd

     

    "The most useful part of the course is, presenting a professional image, both in person and on the phone, is very important in the office skills profession. Taking care of our guests over the phone and making them feel well informed and appreciated is essential."

    Pan Pacific Marketing Services Pte Ltd

     

    "I recommend the course to my other colleagues. Learnt lot of techniques how to handle the difficult & angry customers."

    SJI International

     

    "Shana was really engaging and her teaching methods combined with her personal encounters gave us a lot of insight and perspectives on how a call centre should work for newbies like us."

    Gardens by the Bay

     

    "Good that there is tea & meals as well as refreshments provided easily. Wifi is provided. Course content serves as a good reminder on our soft skills and everyday mannerism."

    CKR CONTRACT SERVICES PTE LTD

     

    "Course was nicely done up."

    Individual Course Participant

     

    Singapore Power logo
    Trainer was very engaging.
    Singapore Power Services Ltd
    Budenheim logo
    Trainer is very engaging and able to create an proactive learning environment.
    Budenheim Singapore Pte Ltd
    Hitachi logo
    Thank you very much. I enjoyed a course, and it was quite helpful.
    Hitachi Singapore
    Visa logo
    Jack was a fanstastic facilitator and was able to engage the participants throughout the two days.
    Visa Inc
    Singapore Centre for Chinese Language logo
    I am happy I joined this course as Trainer Shana is very knowledgeable as she can analyse different situations that might happened for us. Thanks for her hard work.
    Singapore Centre for Chinese Language
    Pacific-Tec logo
    Interesting trainer with in-depth knowledge. Case study and sharing sessions were good.
    Pacific-Tec Scientific Pte Ltd
    NTUC Health logo
    Trainer, Jack, was very professional and delivered the course content in an excellent manner.
    NTUC HEALTH CO-OPERATIVE LIMITED
    Phillip Securities logo
    Jack definitely has the right indepth knowlerdge. This was apparent, when away from the agenda/content he digressed intelligently to share more insights in a higly practical way. Competence and confidence are displayed.
    Phillip Securities

    More happy clients



  • Course Outline - Professional Telephone Skills Training Course

    Download Professional Telephone Skills Training Course Outline

    Foreword:

    The telephone is considered as the most convenient and quickest instrument to establish contact with their clients by the majority of companies. In fact, call centers are the leading operational departments of many organizations. So, it is fundamental that employees assigned to take or make phone calls from clients should possess superior telephone etiquette. These employees must display good communication skills, willingness, courtesy and the ability to efficiently assist clients.

    This Telephone Skills Training course will provide your staff with the awareness and skills they need to handle phone calls professionally.  This will ensure the positive image of your organization is reinforced and strengthened with every conversation.

    In today's business environment, telephone etiquette displayed in organizations is indicative of its willingness and ability to efficiently assist customers, both internal and external. The skills and the attitude projected over the telephone form a lasting impression in the minds of an organization's customer, making it a critical customer 'touch point'.

    Today virtual teams are the norm rather than the exception, and one of their primary channels of communication is the telephone. Hence, it is imperative for employees to have a good understanding of business telephone etiquette in order to aid efficient information exchange.

    This Professional Telephone Skills Training Program aims at helping employees create a lasting impression in their customers' minds - one that shows the organization reflected in the best light possible. It focuses on developing telephone etiquette and skills to deal with customers assertively, empathetically, with a sense of care and a positive attitude.

    Professional Telephone Skills Training Course - Lesson 1
    Providing Effective Client Service
    • Welcome
    • The Ten Commandments of Good Business
    • What Makes An Effective Client Communicator?
    • The Seven Deadly Sins of Service
    • Reflection
    Professional Telephone Skills Training Course - Lesson 2
    Your Personality/Your Telephone Voice
    • LDP Review – Communication Evolution Tool
    • The Communication Model
    • The ABCDE (Five Qualities) of a Good Telephone Voice
    • Your Welcome – Should HAIL
    • Voice Modulation – The 6 P’s to Para verbal Communication
    • Reflection
    Professional Telephone Skills Training Course - Lesson 3
    Gaining Your Client’s Trust
    • You never get a second chance to make a good first impression
    • Create a Positive First Impression:
    • 4 Key Parts to your Phone Greeting
    • Put Your Clients at Ease with Positive Language
    • Show Urgency
    • Getting to the Point Quickly - Saying Too Much
    • Ending a Call Politely and Professionally
    • Put it into Practice
    • Reflection
    Professional Telephone Skills Training Course - Lesson 4
    Handling Barriers Over The Phone
    • Managing the 5 Barriers
    • Words That Must Never Be Used
    • Reflection
    Professional Telephone Skills Training Course - Lesson 5
    Effective Questioning
    • WIIFM
    • Good Questioning Techniques
    • Ask yourself the following 5
    • Open and Closed Questions
    • Clarifying Questions
    • Seek Satisfaction/Understanding
    • Questions to Keep Control of the Call
    • Arrange When You Will Call Them Back
    • Reflection
    Professional Telephone Skills Training Course - Lesson 6
    Irate Clients
    • How to Deal with Angry Clients
    • The Challenge of Angry Clients
    • Do Not Allow Negative Emotions to Affect You
    • High Emotion – Low Intelligence
    • Use the HEAT to Defuse an Irate Client
    • Reflection
    Professional Telephone Skills Training Course - Lesson 7
    Prepare Yourself
    • Planning Phone Calls
    • Check Your Ringtone
    • Transferring Calls
    • Asking a Client to Hold
    • Taking Messages
    • Reflection
    Professional Telephone Skills Training Course - Lesson 8
    Reception Tips
    • Serving Clients at the Reception: The Dos
    • Serving Clients at the Reception: The Don’ts
    • Reflection
    Professional Telephone Skills Training Course - Lesson 9
    Professional Voicemail Messages
    • What to Include in a Voicemail Message?
    • Customised Messages for Different Callers
    • Closed Greeting
    • Internal Greeting
    • Practice, Practice, Practice
    • Reflection
    Professional Telephone Skills Training Course - Lesson 10
    Reflections
    • Create an Action Plan
    • Accountability = Action

  • In-House Training

    Clients and testimonials

    In-House training benefits:

    • Flexible length - sessions as short as 1-hour
    • Cost effective - great group pricing
    • Greatest impact in the shortest time
    • Excellent Team Building Opportunity
    • Certificate of Completion (always available in the App)
    • Comprehensive courseware as books (& available in the App)

    Delivery Options for In-house training
    1-hour Motivator
    one hour motivator
    3-hour Power Sessions
    3 hour power session
    Full-day training
    full day training
    Conferences
    Conferences

    Choose the Training Location


    You can expect:

    Activities and discussion

    To Be Engaged All Day

    Activities and discussion for engaged learning all day.

    Real world trainer

    An outstanding trainer

    On average PDT trainers have 15 years industry experience 7 years training experience.

    Tailored training

    Focussed on you

    We always tailor activities and scenarios to be relevant to you.

    Refresher course

    Refresher Course $0

    In-House and Public Class participants are welcome to join a public class in the same topic for 12 months.

    Price coaching

    1/2 Price Coaching

    We all know the importance of reinforcement, so we'll come back within 90 days of the original course 1/2 price.

    Confidence of booking

    Acclaimed Provider

    The confidence of booking with an acclaimed multi national training company.

    eLearning and video

    Multi-modal Reinforcement

    Support, reinforcement & extension eLearning and videos in the App.

    Orgmenta app
  • Public Class Dates for Professional Telephone Skills Training Course

    Details:

    • Time: 9:00 AM - 4:30 PM
    • Small classes, average 5 people, max 16
    • Pay on Invoice or by Credit Card

    Questions:

    • Certificate of Completion (always available in the App)
    • Comprehensive courseware as books (& available in the App)

    When you book a Public Class with PD Training you can expect:

    Activities and discussion

    To Be Engaged All Day

    Activities and discussion for engaged learning all day.

    Real world trainer

    An outstanding trainer

    On average PDT trainers have 15 years industry experience 7 years training experience.

    Tailored training

    Focussed on you

    We always tailor activities and scenarios to be relevant to you.

    Transfer policy

    100% Transfer Policy

    If an unforseen event prevents public class attendance, no problem. Transfer to new person/course/date/city.

    Refresher course

    Refresher Course $0

    In-House and Public Class participants are welcome to join a public class in the same topic for 12 months.

    Confidence of booking

    Acclaimed Provider

    The confidence of booking with an acclaimed multi national training company.

    eLearning and video

    Multi-modal Reinforcement

    Support, reinforcement & extension eLearning and videos in the App.

    Orgmenta app
    Location Date 1 Date 2 Date 3 Date 4
    Singapore
    108 Robinson Road Singapore
    Aug 14
    1 day course
    SGD$600.00
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    Sep 28
    1 day course
    SGD$600.00
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    Nov 5
    1 day course
    SGD$600.00
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    Dec 12
    1 day course
    SGD$600.00
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