The Course Covers:
- 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 one 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:
- 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
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 tailor 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 to 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 Dealing with Difficult Customers 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.
Your Training Investment
The cost of your course depends on factors including the number of delegates, specific requirements and the location of your training.
WeTrain will provide a detailed and competitive quote following your initial enquiry.
WeTrain is so sure you will be satisfied, we offer a 100% money back guarantee. Should the unusual circumstances arise that you are not pleased with the outcome, please contact us to discuss a refund.
Some of the Organisations
we have worked with include:
In operation for 21 years, WeTrain has worked with companies from around Australia.
What Our Customers Say
“The Telephone Perfection training was well paced, interactive, and informative. As promised, the training equipped staff with a ‘toolkit’ for providing exceptional customer service and dealing with difficult situations. The training encouraged team work and collaborative decision making, like for example, standardising the phone greeting. Judeth was warm and lively, without being overbearing. She also explained the cognitive and behavioral concepts behind the strategies she was suggesting, which helped me understand and evaluate their usefulness.”
Alberto Cortez, Student Recruitment Support & Training Coordinator, The University of Sydney
We contacted WeTrain to ensure that the service that we were providing our customers was the best it could be. The trainer worked with us to provide a tailored course specific to the needs of the receptionists taking part in the training. The feedback has been excellent and we have noticed an immediate improvement in service levels and would not hesitate to recommend this course to others
Christine Devine, Corporate Administration Manager, Mayflower
Thank you WeTrain, the Delivering Excellent Customer Service program delivered by you to our Foxtel installation and service technicians truly hit the mark. Some of our technicians had been encountering some truly difficult situations and the lessons learnt from your sessions gave the technicians the “tools and knowledge” required to work in those situations and still deliver an excellent customer experience.
Judeth and the WeTrain team are very easy to work with, their grasp of what we had set out to achieve made the process of course design very simple. Some words and phrases always spring to mind when working with any organisation, WeTrain can be described as easy to work with, flexible and adaptable.
The training sessions gave all participants an opportunity to participate in key areas of the customer service transaction. The technicians comments like “Information was relevant to our day to day customer service, and will improve it” and “Role play showed me many errors I make” gives weight to how they felt about their learning experience. Downer endorses this program and would use it again.”
Stephen Elston, National Training Manager, Infrastructure Services
“WeTrain designed and delivered a Customer Service program for our front line staff all around Australia. WeTrain delivered the class room style training on time, to schedule without and problems, they were flexible and easy to work with. They took the time to tailor the course to meet our requirements and the program was very well received by staff who found it interactive, dynamic and valuable.”
Matthew Swain, Training & Development Manager, Australian Department of Defence
“Working with WeTrain on a national Exceptional Customer Service training package was an absolute delight. The training team were extremely professional and were thorough in their approach to tailoring the training to suit our needs.”
Ashlea Webb, HR/HSEQ Coordinator, JLG Industries
“WeTrain clearly understood what we needed in trying to establish a customer first culture. Very professional to deal with, they quickly put together a customer service program that was absolutely right for us. I was very impressed at how consistent, high energy and interactive each of the sessions were, from the very first to the very last, coaching over 400 staff. WeTrain delivered great value for us, and the customised sessions paved the way to introduce a new customer service charter. I would recommend them to any other organisation looking for soft skills training.”
Daniel Hogan, Customer Engagement Manager, Melton Council
“Streeterlaw engaged WeTrain to further develop the skills of all of their staff in “Exceptional Client Service”. We had a combined morning training session for our Secretaries and our Solicitors as well as an afternoon session just for our Solicitors. We have had extraordinarily positive feedback from all of our Staff on the benefits of the insights and tips we received from our trainer Judeth, on ways in which we could enhance the service provide for our clients at Streeterlaw. Judeth our trainer was creative in her presentation style and customised the training to meet our needs. If you are interested in equipping your staff to better serve your clients, then I can highly recommended the “Exceptional Client Service” course run by WeTrain.”
Alison Streeter, HR Director, Streeterlaw
“To any potential users of WeTrain specialised training, I would like to highly recommend their services. We used Sarah and her team to recently to provide Exceptional Customer service training for our operational staff in the field.
Sarah took the time to come out and see our operations, understand our requirements and build a training package especially that suited our needs. She really understands the intricacies of how operational and field staff can and should provide great customer service and was able to get that message across to our staff in a fun, learning environment.
We are extremely pleased with the result, as many of our staff have commented that they feel more empowered as they now have the tools to deal with tricky situations, understand great communication and general customer service etiquette.
We highly recommend their services as we know you will be as pleased as we are with the end result.”
Steve Eastwood, Director at Acetek
“Judeth really sought to understand our working situation in order to customise a Customer Service training programme that would support the team improving their skills in their everyday role. It was important to me that the training was practical and experiential so that the team related to the potential benefits and felt confident to implement what they had learned day one back in the office. Thankfully this has proven to be the case and has allowed us as team to focus on how we can continue to improve our customer service.
Judeth conducted the training in an engaging manner and was constructive and clear on how people could enhance their skills further – again very practical. This was a key part of helping people adjust and improve their approach to their role.“
Ngahina Richards, Head of Commercial Operations
7 STEPS TO DELIVER TRAINING YOUR
STAFF WILL LOVE (AND STILL GET RESULTS)