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Live Online Training Schedules

Now participate in a live online course for a highly discounted fee of only $850, as a limited introductory offer.
(Terms and conditions apply)
CodeDateFees 
CS1320 Jul - 24 Jul, 2020$1800Register
CS1321 Sep - 25 Sep, 2020$1800Register
CS1330 Nov - 04 Dec, 2020$1800Register
CS1308 Mar - 12 Mar, 2021$1800Register
CS1307 Jun - 11 Jun, 2021$1800Register
CS1306 Sep - 10 Sep, 2021$1800Register
CS1329 Nov - 01 Dec, 2021$1300Register

Classroom Training Schedules

CodeDateVenueFees 
CS1319 Jul - 23 Jul, 2020Dubai$3950Register
CS1312 Oct - 16 Oct, 2020London$4750Register
CS1301 Mar - 05 Mar, 2021Amsterdam$4750Register
CS1301 Nov - 05 Nov, 2021London$4750Register

Did you know you can also choose your own preffered dates & location? Customise Schedule

Course Overview

This professional telephone skills for customer care training course teaches participants how to project professionalism over the phone, how to gain client confidence quickly, handle irate customers and be an effective communicator.

The telephone skills for customer care training program outline is up to date and pertinent to marketplace requirements, thus catering well to all analytical prediction of training needs in the specified area. A customized proposal can also be arranged, to suit the training requirements of your team.

Course Objectives

By the end of this telephone skills for customer care training course, participants will:

  • 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

Course Outline

Professional Telephone Skills Training Course – Session 1

  • Providing Effective Client Service The Ten Commandments of Good Business
  • What Makes An Effective Client Communicator?
  • Skills and Attributes of an Effective Client Communicator
  • High Emotion – Low Intelligence

Professional Telephone Skills Training Course – Session 2

  • Your Telephone Voice The Communication Model
  • Five Qualities of a Good Telephone Voice
  • Voice Modulation
  • Vocal Qualities Checklist

Professional Telephone Skills Training Course – Session 3

Professional Telephone Skills Training Course – Session 4

  • Handling Cultural Barriers Over The Phone Finding a Better Phrase
  • Words That Must Never Be Used
  • How to End a Call
  • Ending a Call Politely and Professionally

Professional Telephone Skills Training Course – Session 5

  • Prepare Yourself Professional Handling of Incoming Calls
  • Transferring Calls
  • Asking a Client to Hold
  • Planning Phone Calls

Professional Telephone Skills Training Course – Session 6

  • Effective Questioning Techniques
  • Good Questioning Techniques
  • Open and Closed Questions
  • Clarifying Questions
  • Seek Satisfaction/Understanding
  • Questions to Keep Control of the Call
  • Arrange When You Will Call Them Back
  • Saying Too Much
  • Getting to the Point Quickly
  • The Don’ts for Client Communicators

Professional Telephone Skills Training Course – Session 7

  • Irate Clients How to Deal with Angry Clients
  • The Challenge of Angry Clients
  • Use the HEAT to Defuse an Irate Client

Professional Telephone Skills Training Course – Session 8

  • Reception Tips for Serving Customers at the Reception: The Dos
  • Serving Customers at the Reception: The Don’ts

Professional Telephone Skills Training Course – Session 9

  • Using Better Phrases
  • Dealing with Inbound Calls

Professional Telephone Skills Training Course – Session 10

  • Professional Voicemail Messages What to Include in a Voicemail Message
  • Customised Messages for Different Callers
  • Closed Greeting
  • Internal Greeting

Professional Telephone Skills Training Course – Session 11

  • Wrapping Up
  • Words from the Wise

Who should attend?

Representatives involved in assisting customer over the phone.

General Notes

  • All our courses can be facilitated as Customized In-House Training course.
  • Course duration is flexible and the contents can be modified to fit any number of days.
  • As for Open Enrolment Courses, we offer our clients the flexibility to choose the location, date, and time and our team of experts who are spread around the globe will assist in facilitating the course.
  • The course fee includes facilitation, training materials, 2 coffee breaks, buffet lunch and a Certificate of successful completion of Training.
  • FREE Consultation and Coaching provided during and after the course.
Online Courses
Note
Customized Schedule is available for all courses irrespective of dates on the Calendar. Please get in touch with us for details.
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Al Abraj Street (Marassi Drive),

Business Bay, Dubai, UAE

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Copyright © Zoe Talent Solutions 2020

Due to the recent COVID-19 pandemic, we've decided to offer live online webinar training classes for all of our courses.


You can participate in our training sessions with the safety & comfort of your own home or office. This helps you fulfill your learning requirements, while availing massive discount on regular course fees.


Register for a live online session now.


To register for a course, please fill the information request form on the course page, or reach us through the live chat or WhatsApp using the apps below.

Live Online Training

Now participate in a live online course for a highly discounted fee of Only $850, as a limited introductory offer.

(Terms and conditions apply)