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Who should Attend: Staff responsible for making and receiving telephone calls. Learning Objectives: By the end of the workshop delegates will be able to: Understand the Key techniques for providing professional Customer Service on the telephone. Manage a variety of different callers. Manage complaints in a professional manner. Exercise the key skills required to achieve positive outcomes. Contents: Tutor and delegate introductions. Review of course objectives. The Power and Perils of using the telephone. Proper Planning ....... 3 key stages to ensure professionalism. Dealing with different types of callers. Handling complaints. Effective Communication. Creating the Right impression. Using your vocal skills. 10 tips to ensure Effective Listening. Questioning skills. Taking Notes. Activities/case studies. Personal Action Planning. Duration: One day

Who should Attend: Staff responsible for making and receiving telephone calls. Learning Objectives: By the end of the workshop delegates will be able to: Understand the Key techniques for providing professional Customer Service on the telephone. Manage a variety of different callers. Manage complaints in a professional manner. Exercise the key skills required to achieve positive outcomes....

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