New Horizons Learning Centre Perth

Professional Telephone Skills

New Horizons Learning Centre Perth

Event outline

Strengthen and build telephone communication skills so that the opportunities arising from inquiries, service and sales calls are maximised.

Target Audience:

This workshop is designed specifically for those who are on the front line, those who are the main interface between the organisation and their clients or public. Those who have recently benefited include: Switchboard Operators, Secretaries, Administration Assistants, 'Help Desk' Operators, Receptionists, Office Assistants & Sales Administrators.

Key Participant Benefits:

  • Helps individuals gain self confidence to engage caller and determine their needs accurately
  • Provides skills to take control of the development of the call through empathy and good listening skills
  • Learn to anticipate problems, take ownership and resolve issues before they escalate
  • Focuses on voice, clarity, tone and use of positive language to be more effective

Key Business Benefits:

  • Often the first impression that a customer has of the organisation and therefore, it represents an important first point-of-contact
  • Presents a better, more professional business image to customers both internal and external
  • Boosts productivity by quicker facilitation of the customers’ needs
  • Retains potentially unhappy customers by taking ownership of issues until resolved

At Course Completion:

After successfully completing this course, students will have learnt how to:

  • Maximise sales and service opportunities
  • Cope effectively with a busy switchboard and heavy call traffic
  • Project a confident and professional image
  • Deal with difficult calls skilfully and create positive results from complaints
  • Offer exceptional service to all your callers

Dates & registration

There are no dates listed for this event.

Provider information

New Horizons Perth is a training provider based in the Perth CBD. All trainers must have a Certificate IV in Training and Assessment, at least two years group training experience and industry experience.