This TelePro® online training course explores all aspects of professional telephone skills in a twelve-module comprehensive program.  Study topics include pre-call activities, greetings, establishing and maintaining rapport, and effective listening and questioning skills. This telephone training course also deals with difficult customer interactions, improved interpersonal skills, communicating through accents, holding and transferring calls, and maintaining positive control of the call. To be efficient and successful, professional service representatives must develop and hone effective telephone skills.   

Course Learning Objectives

By taking this online Telepro training course, the user will learn:

• How to develop and maintain a connection
• Establish and maintain rapport
• Communicating through accents
• Maintaining control of the call
• Effective listening and questioning skills

Course Outline

This online Telepro course is made up of the following sections:

1. Before the Call
2. Making the Connection
3. Establishing Rapport
4. Maintaining Rapport
5. Creating a Climate for Rapport
6. Effective Listening
7. Communicating through Accents
8. Questioning Skills
9. Holding and Transferring Calls
10. Establishing Control of the Call
11. Regaining Control of the Call
12. Positive Call Management

Course Audience

This Telepro online training course was designed for any employees who interact with internal or external customers on the telephone.

If you have any concerns as to whether this course is appropriate for you or your industry, please browse our full selection of online courses.