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Effective Call Handling - 1 Day Workshop Suitable For: Anyone looking to develop their telephone handling skills and confidence - especially within a sales/service environment. Overview: This is a fast-paced, interactive and energetic 1 day workshop. A range of different training techniques are used to deliver the material. The workshop has been designed and will be led by a Call Centre Specialist. Outline: Ordinary v Exceptional Customer Service Acquiring and Retaining Customers The Key Elements of Highly Effective Communication The Impact of Tone and Words: Presenting a Professional Telephone Image The Communication Cycle Types and Uses of Questioning Techniques Active Listening Skills Techniques to Control a Telephone Call The Importance of Having Structure in Every Call How to Deal with Different Types of 'Difficult' Customer Dealing with Complaints in a Positive Way to Retain Business * Individual live on-job coaching can be provided following this workshop...

Effective Call Handling - 1 Day Workshop Suitable For: Anyone looking to develop their telephone handling skills and confidence - especially within a sales/service environment. Overview: This is a fast-paced, interactive and energetic 1 day workshop. A range of different training techniques are used to deliver the material. The workshop has been designed and will be led by a Call Centre...

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