Telephone Training
Exceptional Telephone Training for Australia
Learn how to use a range of skills and tools to increase sales, enhance customer relations and increase productivity.
WeTrain’s Telephone Training course hones your team’s telephone skills, enabling them to deal with all calls in a professional manner—even those really challenging ones.
What you’ll learn:
- Using a telephone manner that is both professional and authoritative—we teach your team the secrets behind world-class telephone standards.
- Breaking down each call into three essential stages and demonstrating how to achieve success with each and every call
- The tools to be an active and effective listener—so powerful that often the telephonist doesn’t need to do any of the speaking!
- Many More
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7 Steps to deliver training your staff will love and get results!
Training Overview
WeTrain’s Telephone Training course hones your team’s telephone skills, enabling them to deal with all calls in a professional manner—even those really challenging ones.
Beyond phone etiquette, we tailor the course to show your team how to expand their active listening skills so that they can connect with and understand your customer’s needs, and efficiently control any situation.
WeTrain’s style of delivery is interactive, engaging and fun. We encourage participation to make the training dynamic and enjoyable for all attendees.
What You’ll Learn
Like all WeTrain’s courses, our Telephone Training course is explicitly designed for your individual business needs. This means that each course will differ slightly, but to give you an understanding of what we offer, a Telephone Training course will typically cover:
- Using a telephone manner that is both professional and authoritative—we teach your team the secrets behind world-class telephone standards.
- Breaking down each call into three essential stages and demonstrating how to achieve success with each and every call
- The tools to be an active and effective listener—so powerful that often the telephonist doesn’t need to do any of the speaking!
- Shaping your calls—gaining the trust and respect of your customers to achieve a positive and successful outcome.
- Tips and tricks from the stage and screen that will help telephonists to project a commanding voice over the phone.
- Good impressions count. Your team will learn the ‘image wreckers’ they need to avoid.
- Dealing with difficult customers—how to stay calm and in control when dealing with heated situations and angry customers
- Using the H.E.L.P principles to take control of situations, regardless of how difficult they are.
- Understanding how and when to use assertive language when dealing with customers.
- Turning complaints upside down—six ways your staff can take a complaint and transform it into a sales opportunity.
- Skills to build your team’s confidence so they can deal with all telephone situations.
- Incorporating your team’s new-found skills and action plan into the workplace.
The Benefits of Staff Telephone Training For You and Your Organisation
Your staff are some of your greatest assets, so it’s important that they get the support and confidence needed to fulfil their roles.
WeTrain’s Telephone Training course will provide them with the necessary skills to produce the best results. Our experience and feedback from previous attendees tells us that the typical benefits of completing the Telephone Training course are:
- Higher customer satisfaction rates thanks to a more motivated and capable customer service team
- Your organisation is represented by a more skilled and professional-sounding team
- Your telephonists will deliver a wonderful ‘first impression’ to customers and providers, which boosts your reputation as a world-class organisation
- An increase in business and earnings due to staff dealing with inbound and outbound calls more effectively
- More effective handling of calls and better customer service, which leads to retention of current business and an increase in new business
The WeTrain Advantage —WeTrain’s National Network of Trainers
Catering to all, from single-site businesses to nationwide corporate companies, WeTrain has one of Australia’s largest networks of professional and experienced trainers for corporate communication training programs. Your course will be delivered by a subject expert who is highly practised and has qualified to represent us by attending the WeTrain Institute, our exclusive in-house training program.
Each of our trainers has the minimum qualification of a Certificate 4 in Training and Assessment, as well as many years of industry experience. We guarantee your course will be interesting, engaging and informative, with interactive techniques that encourage accelerated learning.
What Are Ideal Course Numbers?
Our courses are typically ‘hands-on’, so we suggest keeping numbers to a minimum of 3 and a maximum of 12 people. This allows our trainer to interact with your entire group yet still have enough time to allow for one-to-one interactions.
If your group exceeds 12, we will happily structure your training program to meet the needs of a larger audience. Please contact us to discuss your requirements.
Who Should Attend Telephone Training?
We believe that any member of your staff who deals with calls or customers will benefit from WeTrain’s Telephone Training course. Thousands of workers have undertaken this course from a variety of industries and positions. We have even had customer sales teams take the course alongside their CEOs.
Attendees often include:
- Staff who represent the frontline of your company and those who deal directly with customers and potential clients
- Brand ambassadors and staff from your sales and support teams
- Customer service teams
- Account and executive assistants throughout your organisation
As WeTrain tailors courses to your unique requirements, we will develop a course that fits with your staff and their needs and circumstances. Please ask.
How is the Course Delivered?
WeTrain’s Telephone Training course is generally presented as an engaging, interactive and fun one-day program, however we can tailor the content to present a shorter session for conferences and events.
To make sure your training is relevant for your organisation and circumstances, we undertake an initial consultation, where we assess the skill level of your attendees, address your desired outcomes and find out valuable information about your company and its current set-up.
As it’s ‘your’ course, you get to decide where it takes place. We are happy to teach WeTrain’s Telephone Training program either from your workplace or a venue of your choice.
Convenient Training at Your Premises or Off-Site
WeTrain can come to your office if you have the right space and facilities to host your training, or we can talk about off-site venues to conduct your training.
Training Overview
WeTrain’s Telephone Training course hones your team’s telephone skills, enabling them to deal with all calls in a professional manner—even those really challenging ones.
Beyond phone etiquette, we tailor the course to show your team how to expand their active listening skills so that they can connect with and understand your customer’s needs, and efficiently control any situation.
WeTrain’s style of delivery is interactive, engaging and fun. We encourage participation to make the training dynamic and enjoyable for all attendees.
What You’ll Learn
Like all WeTrain’s courses, our Telephone Training course is explicitly designed for your individual business needs. This means that each course will differ slightly, but to give you an understanding of what we offer, a Telephone Training course will typically cover:
- NUsing a telephone manner that is both professional and authoritative—we teach your team the secrets behind world-class telephone standards.
- NBreaking down each call into three essential stages and demonstrating how to achieve success with each and every call
- NThe tools to be an active and effective listener—so powerful that often the telephonist doesn’t need to do any of the speaking!
- NShaping your calls—gaining the trust and respect of your customers to achieve a positive and successful outcome.
- NTips and tricks from the stage and screen that will help telephonists to project a commanding voice over the phone.
- NGood impressions count. Your team will learn the ‘image wreckers’ they need to avoid.
- NDealing with difficult customers—how to stay calm and in control when dealing with heated situations and angry customers
- NUsing the H.E.L.P principles to take control of situations, regardless of how difficult they are.
- NUnderstanding how and when to use assertive language when dealing with customers.
- NTurning complaints upside down—six ways your staff can take a complaint and transform it into a sales opportunity.
- NSkills to build your team’s confidence so they can deal with all telephone situations.
- NIncorporating your team’s new-found skills and action plan into the workplace.
Benefits of Call Telephone Training For You And Your Workplace
Your staff are some of your greatest assets, so it’s important that they get the support and confidence needed to fulfil their roles.
WeTrain’s Telephone Training course will provide them with the necessary skills to produce the best results. Our experience and feedback from previous attendees tells us that the typical benefits of completing the Telephone Training course are:
- NYour organisation is represented by a more skilled and professional-sounding team
- NYour telephonists will deliver a wonderful ‘first impression’ to customers and providers, which boosts your reputation as a world-class organisation
- NAn increase in business and earnings due to staff dealing with inbound and outbound calls more effectively
- NMore effective handling of calls and better customer service, which leads to retention of current business and an increase in new business
The WeTrain Advantage —WeTrain’s National Network of Trainers
Catering to all, from single-site businesses to nationwide corporate companies, WeTrain has one of Australia’s largest networks of professional and experienced trainers for corporate communication training programs. Your course will be delivered by a subject expert who is highly practised and has qualified to represent us by attending the WeTrain Institute, our exclusive in-house training program.
Each of our trainers has the minimum qualification of a Certificate 4 in Training and Assessment, as well as many years of industry experience. We guarantee your course will be interesting, engaging and informative, with interactive techniques that encourage accelerated learning.
What Are Ideal Course Numbers?
Our courses are typically ‘hands-on’, so we suggest keeping numbers to a minimum of 3 and a maximum of 12 people. This allows our trainer to interact with your entire group yet still have enough time to allow for one-to-one interactions.
If your group exceeds 12, we will happily structure your training program to meet the needs of a larger audience. Please contact us to discuss your requirements.
Who Should Attend Telephone Training?
We believe that any member of your staff who deals with calls or customers will benefit from WeTrain’s Telephone Training course. Thousands of workers have undertaken this course from a variety of industries and positions. We have even had customer sales teams take the course alongside their CEOs.
Attendees often include:
- NStaff who represent the frontline of your company and those who deal directly with customers and potential clients
- NBrand ambassadors and staff from your sales and support teams
- NCustomer service teams
- NAccount and executive assistants throughout your organisation
As WeTrain tailors courses to your unique requirements, we will develop a course that fits with your staff and their needs and circumstances. Please ask.
How is the Course Delivered?
WeTrain’s Telephone Training course is generally presented as an engaging, interactive and fun one-day program, however we can tailor the content to present a shorter session for conferences and events.
To make sure your training is relevant for your organisation and circumstances, we undertake an initial consultation, where we assess the skill level of your attendees, address your desired outcomes and find out valuable information about your company and its current set-up.
As it’s ‘your’ course, you get to decide where it takes place. We are happy to teach WeTrain’s Telephone Training program either from your workplace or a venue of your choice.
Convenient Training at Your Premises or Off-Site
WeTrain can come to your office if you have the right space and facilities to host your training, or we can talk about off-site venues to conduct your training.
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