Telephone Communication Training

Effective telephone skills are essential to business success.

In business, employees must have the appropriate skills to communicate with customers and each other over the phone. It is important to set the standard for telephone communications. One way to do this is through telephone communication training.

Listening

Telephone communication training includes a module on listening. This skills involves understanding what the other party needs and how to persuade them to listen, also.

Disputes

Effective telephone training teaches how to handle emotionally charged situations. A customer who is angry with the company may have a dispute about what was expected versus what was delivered. A customer service representative must know how to resolve this dispute while keeping the customer's business.

Tone

The tone of voice can help or hinder telephone communications. Training provides tips and techniques on how to use tone of voice to show enthusiasm, concern or other emotions.

References

• Trainer: Positive Telephone Communication

Resources

• National Customer Service Association (NCSA)
• Wynn Solutions: On Site Communication Skills Training
• The Independent: Telephone Skills Training