Soft Skills - Communication, Selling and Negotiating Skills

Soft Skills - Telephone Skills

Course Overview

Feel confident and able to deal with any type of telephone calls, both internal and external

Audience:

A course for anyone needing to gain a good understanding of essential telephone skills.

Duration:

This is a 1 day Telephone Skills Course. The course starts at 09:30 and runs until 16:30. Alternate timings can be arranged upon request. The course can be held on a date that suits you.

Location:

Our Telephone Skills course can be run at our training venue near Liverpool Street (London) or any preferred location in the UK or Europe.

Telephone Skills Course Outline

INTRODUCTION

Understanding the importance of telephone skills

CALL TYPES

Incoming

Outgoing

Internal

CALL PREPARATION

Essential items

Considerations

INCOMING CALLS

Courtesy and efficiency

The external customer

Difficult situations

Taking / passing messages

Follow ups

Providing the right information

Returning calls

Being assertive

OUTGOING CALLS

Preparing the call

Speaking to the right person

Dealing with obstructions

Being assertive

Follow ups

INTERNAL CALLS

The internal customer

Dealing with colleagues

Getting it right

Speed and efficiency

Completing calls

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One to One

(which includes a tailor-made training programme for the individual where they can mix and match the topics from various levels to get the most cost-effective training

Group for up to 8 learners

The Course outlines on our website are standard, however, we would be happy to tailor them to your specific requirements. Please call us on 020 3696 2796 or send us a message to discuss further.

What Our Clients Say

Raj was engaging and enthusiastic, made the session more enjoyable.

HamidExcel Basic Formulae and Functions

Thank you for your time and effort. Th course was helpful Raj

ReemExcel Basic Formulae and Functions

Raj, Amazing trainer and really helpful tips.

AliExcel Basic Formulae and Functions

Many thanks for very useful trainings we had with you last week. We will definitely use all the tips and techniques you shared with us in our daily work. I refreshed my knowledge on topics and also learned many useful tips how to work faster and more efficiently. Many thanks for this Raj!

TatyanaWord Track Changes and Mail Merge

Raj you've enriched my knowledge of Outlook a lot, thank you very much!

OlhaOutlook Advanced

Great day, whole team enjoyed it and got a lot from it. many thanks Simon

RichExcel Advanced

Thank you so much Simon, great session that really surpassed my expectations

DeanExcel Advanced

Thank you Simon for great training. It was a pleasure to be part of it. Great training 🙂

MagdalenaExcel Advanced

Dominik thank you for being patient and understanding with us. This was the most productive online training session I've ever had.

AyshaExcel Tailored

Simon was very helpful, accommodating, knowledgeable and would experiment during the breaks to prove things we asked during the session. Always providing the answers we needed. Thank you again!

TrevorPowerPoint Advanced

Thank you so much Mr. Abiola! You really helped me feel confident in excel. I am very surprised how I went from knowing nothing to knowing so much about the basic functioning of excel. I am super satisfied and hope to see you again in future training courses! :))

HindExcel Tailored

It was an amazing session with Mr. Abiola! I am so satisfied with the content of the course as well as how it was designed. As someone who knew nothing in excel I am beyond excited to start applying my new skill into my work. Mr. Abiola was incredibly enthusiastic and very encouraging throughout the course as well. He was very helpful!

HindExcel Tailored

Dear Mr. David, Hope all is well, and we weren't much trouble. Thank you for the amazing session, I learned confidence, how to save time, and most of all how to help others

MajidExcel Tailored

Abiloa, amazing session. putting the personal's level into consideration. amazing teaches.

MajidExcel Tailored

Simon, thank you for such a useful and helpful course - and for your patience is answering all the questions. The shortcuts and use of new functionalities will be beneficial for me.

KatePowerPoint Advanced

Thank you Simon for the very complete training and for your patience and all the tips. I feel so much confident to do a presentation on my own

FERRERPowerPoint Advanced

All the trainings that I have followed with Phoenix are very complete, interesting and enjoyable. The trainers know perfectly well their subjects and we get so much confident about the tools after each session. Thank you to all the team.

FERRERPowerPoint Advanced

thanks for your patience and time! super useful & easy to understand!

KarryExcel Advanced

Thanks Simon, I learn a lot of excel skills today. Please share the code and file to us.

TsangExcel Advanced

Thanks for your enthusiasm to explain my questions Simon. Really appreciate it!

NguyenExcel Advanced

Thanks for the friendly and helpful advise and answers to the questions

ChristopherExcel Advanced

Simon: Excellent expertise Patient trainer Enthusiastic

LornaPowerPoint Advanced

Very informative course, I enjoyed it

MarcusPowerPoint Advanced

Top course Simon, got some very valuable insights out of it and some greater refreshers also. Would appreciate any further code and/or examples on embedding a link into a macro code. Great course, highly recommend it!

SimonPowerPoint Advanced

Thank you very much Tony for delivering this training

LudovicExcel Introduction

Thanks very much for the helpful tips and knowledge!

MelanieExel Introduction

Hi Tony, Thank you for the two-days of training. It has been great and really insightful to see the usability of PowerBI as we look to utilise it more and more. I will be sure to pass on my recommendations to the rest of the team to sign up to this course to learn from you in the future. The training session was great on PowerBI and has given me tools to take initiatives and projects forward. Thank you very much.

MarkPower Bi Introduction

Thank you Tony for a very informative and engaging two day training session!

RyanPower BI Introduction

Really appreciate the way you conducted the training Raj. I learnt a lot from it. Great training services available. Would highly recommend.

SamExcel Intermediate

Raj was excellent at explaining the various functions covered during the course, and was more than happy to stop and explain if things were not understood etc. I would certainly recommend him and his company to others.

TomExcel Intermediate

Top, Job Raj!

AndrewExcel Introduction

Excellent, thank you Raj, I thoroughly enjoyed it and learned a lot.

CarlaExcel Introduction

Thank You Simon. Great training session and material to practice with. Love the new tips.

marilynExcel Advanced

Thanks for your patience and passing along your knowledge Trainer was brilliant, very competent and patience with strong knowledge of what was being taught. Thank you Tony Barrett

SunilExcel Tailored

Tony, Thanks for the training. You have been very helpful and supportive all through and hope to have the next training with you soon.

DebasmitaExcel Tailored

Maggie was excellent. Friendly, approachable and enthusiastic about the course content. Thank you Maggie!

EllieClient Bespoke Application

Lauren, I absolutely love training sessions with you! You make everything so much easier to understand and I appreciate you taking the time out throughout the session to give us the best tips and tricks so that using Google becomes much easier. As always, I will never forget the Google Keep shopping list/location hack, love that one every time!

StephanieGoogle Champions training

Lauren, thoroughly enjoyed my training! It provided a great mix of refresher training and training on the latest updates making the entire session seamless and incredibly useful.

StephanieGoogle Champions training

Thank you, Tony so much! You are very qualified trainer, have a well structured course. Thank you for my new knowledges about power BI capabilities in general, DAX- language, measures, calculated functions etc.

LarisaPOwer BI Introduction

Very intensive, but that's not a negative at all, . Thank you for your assistance Anthony

PriteshPower BI Introduction

Thank you Simon, I really enjoyed this course! It was of tremendous value.

ElinePowerPoint Advanced

Thanks Simon, appreciate your patience and pace.

STPowerPoint Advanced

Thank you Simon. Really enjoyed the course today.

AngelaPowerPoint Advanced

Many thanks Simon, I feel alot more confident creating advance PP presentations

FarahPowerPoint Advanced

Thank you Simon for delivering a informative course and dealing with the queries raised by the group. Overall there has been some good takeaways that will help my current role.

LeePowerPoint Advanced

Thank you very much Lauren! It was a very informative and engaging session. I don't know how you made a full day seem so 'light'. I thought I'd struggle to concentrate for so long but it was the opposite.

HelenGoogle Champions training

5 starts & VIP treatment! Thank you for the brilliant training Maggie. You have been clear, concise, and straight to the point. You are extremely knowledgeable and pleasant to hear. I will only ask for trainings runs by you, Maggie, in the future for my new joiners.

GIOVANNAClient Bespoke Application

It was an excellent training conducted by Alan. Would love to have more from him.

CliveExcel Tailored

Extras

This is a sample of some of the Short training videos. Please note that you can get access to many more, once you have done a course with us and are registered as one of our delegates.

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Soft Skills - Communication, Selling and Negotiating Skills