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Telephone Skills Training

Our telephone skills training will equip you or your team to develop a more constructive and professional approach to inbound and outbound phone conversations in the workplace.

Subjects we can cover

As with all on-site training subjects offered by Glide, we will work with you to ascertain your business requirements and put together a course programme based on the specific areas you need to cover. Subjects can include, but are not limited to, the following:

Creating a professional image

  • How people form impressions on the phone
  • Making a great first – and last – impression
  • Improving your ‘telephone voice’

Phone communication skills

  • Getting past gatekeepers
  • Overcoming language barriers
  • Effective questioning

Building rapport

  • Matching language and tone
  • Active listening
  • Using feedback effectively

Inbound call disciplines

  • Placing callers on hold and transferring calls
  • Handling unsolicited calls
  • Effective message taking

Managing difficult situations

  • Resolving problems and complaints
  • Handling “phone rage” with confidence
  • Addressing objections

Outbound call disciplines

  • Call structure and progression
  • Preparing your introduction
  • Record keeping

Increasing efficiency

  • Call scheduling and the importance of CRM
  • Preparing for each call
  • Setting goals and follow-ups

Telesales and telemarketing

  • Discussing benefits and USPs
  • Question strategy
  • Closing techniques

If there is anything else you’d like to cover or you have any specialist requirements then please let us know and we’ll be happy to accommodate you.

Why choose Glide for your telephone skills training?

We work on a bespoke, requirements-led basis rather than offer fixed courses. That way you can be sure that course content will always match your specific requirements.

When identifying your training needs, we will always ask you what problems you are experiencing and what skills you need to master. We will then work with you to identify the best approach and the content to meet (and often exceed!) your objectives.

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We deliver all our training on-site at our customers’ premises. Not only does that avoid any travel inconvenience for your team, but also it means we don’t have the overheads required to maintain a dedicated training centre – and in turn we are able to pass these savings on to you.

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Our trainers have designed and delivered training for a wide range of organisations and people, from telemarketing staff in junior roles to senior sales executives requiring expert level skills. Clients benefit from our ability to hone in on their exact requirements and to work creatively to find solutions to problems and more efficient ways of working.

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