Telephone Skills Training

Our “Telephone Etiquette” training helps your employees to develop and master the techniques that will enhance your company’s image.
This workshop includes dynamic trainee/trainer interactions and discussions, written and oral exercises, voice recordings, case studies, reflection, quizzes and a workbook for each participant to take back to the workplace.

Designed for:
This workshop is designed for everyone who deals with customers on the telephone – call center agents, customer service representatives, receptionists and all customer-facing staff

Duration: 1 day / 08 hours

By the end of this course, learners will be able to:

Telephone Etiquette & Answering Procedures
a. Clear your mind
b. Answer telephone promptly
c. Be present with your caller
d. Prepare your phone voice
e. Offer your standard greeting
f. Be prepared before you respond
Processing Incoming & Outgoing Calls (Placing Callers on Hold, Transferring Calls, Taking a Message, Making a Call)

Communication & Communication Barriers
a. What is a Skilled Communicator?
b. Asking Questions and probing
c. Listening Skills
d. Barriers to Listening & Communication
e. Active Listening Skills

The Phonetic Alphabet
Elements of Customer Service
Identifying Customers and Competitors
a. Internal Customers and External Customers
b. Identifying Competitors and The Competitive Edge
Identifying & Meeting Customer Needs
a. Understanding Needs and Expectations
b. Benefits of Meeting Customer Needs
Attitude (Optimistic, Objective, Deliberate, Determined)
Forbidden Phrases & Soft Language Skills
Dealing With Challenges
Dealing With Problem Customers (Listen, Empathize, Apologize, Problem-Solve)

Interested in a training course, fill this form

Video courses to build new skills from start to finish.

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Amber Ivy (Grancie Company)

*Courses can be conducted in English and/or in Arabic, or in any other language

*Courses can be attested from knowledge and Human Development Authority at nominal fees

To Book Your Seat, Please Contact

Office 235, Matloob Building, 2nd interchange, Sheikh Zayed Road, P.O. Box 211981 Dubai, UAE

Phone: +971 (4) 3791185 / +971 (4) 3791186, Fax: 04- 3791186,

Cell: +971 562738022 / +971 56 146 6094 / +971 50 714 0691