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LETA TELEPHONE TRAINING COURSES
THE IMPORTANCE OF EFFECTIVE COMMUNICATION
It requires experience to effectively communicate information and provide excellent customer service. Despite the e-communication revolution with emails, PDF files and XML for inter-computer compatibility the telephone still plays a vital role in the workplace. The telephone is a valuable communication tool, which is truly interactive and works in real time.
But how many people use the phone effectively and efficiently? You receive a call and might wonder what the caller is trying to tell you. Equally you make a call and the person at the other end inspires you with confidence and good communication follows. This is important for both the private and public sectors.
Employers and employees need to be aware of their impact on the telephone, which ultimately affects their own business. Commercial suppliers need happy customers who return and spend more money. Similarly in the public sector school secretaries and doctors' receptionists, for example, need to portray a caring but efficient persona with full regard for confidentiality.
An effective way to teach language communication skills is to use the telephone as a training resource. LETA, part of the Hillbrow Group, has a range of simple to use but very effective telephone training solutions that have stood the test of time.
Investment in your employees' skills is essential, especially when they provide a service to customers and clients over the telephone. We deliver a range of interactive on-site training courses to improve communication skills.
All sessions involve theoretical presentations, demonstrations, group discussion, role-plays and practical exercises using LETA Telephone Training Equipment so that participants can hear their progress throughout the course. Learning methods are drawn from Neurolinguistic Programming and Accelerated Learning to create a stimulating and memorable event.
The courses are suitable for all customer-facing employees in the public, private and voluntary sector such as secretaries, receptionists, help line staff and call centre operatives.
There are 2 standard 2-day courses to choose from:
- Effective Telephone Communication Skills
- Customer Service Telephone Communication Skills
- Introducing elements of successful communication
- Delivering excellent customer service internally and externally
- Creating a positive impression using language and vocal tones
- Improving your listening skills
- Managing caller expectations & staying in control of a conversation
- Dealing with complaints, rejections and difficult situations
- Giving and receiving feedback in a professional manner
- Spotting sales opportunities and acting on them
- Directing the conversation to a successful outcome
Teaches participants the principles and skills of effective telephone communication and develops their ability to convey key information clearly to customers and internal colleagues.
Enables participants to develop their telephone communication skills so they can provide a friendly effective service to customers, as well as contributing to achieving business objectives.
Topics covered in these course include:
We also specialise in developing and delivering bespoke techniques training workshops to match your specific requirements, including the provision of suitable conference and training rooms. For further detailed information please call 01293-865019. For other courses please contact our preferred training partner DANCING LION.