Telephone skills training

However much the cliches about first impressions are bandied around, in respect to the telephone they are very true. A warm, up-beat, engaging and helpful response can inspire confidence and project the desired company image far more effectively than an expensive new logo.

The telephone training at PCA enables delegates to engage in a relationship over the phone, to listen and respond to the tone and mood of the caller as well as to the information, and to handle all callers, however demanding, with sensitivity and professionalism.

Delegates are trained to always maintain control and never respond to a caller's negative or aggressive tone. The training also includes work on voice training to encourage a resonant tone and an expressive, personable delivery. Even much repeated messages must sound fresh and spontaneous so that a caller is left with the impression that he matters and has been cared for as well, if not better, than he would have been dealing with someone face to face.

This training can be done in large groups and the improvement and growth of self-esteem and confidence in the telephone staff undertaking the training are evident immediately. Given the benefit to staff and customer satisfaction, a well-trained telephone manner is a very fine investment for any company.

This training can be delivered in various locations around the world.