Course length
1 day
Who is it for?
This course is designed for all any-one who need to communicate in a confident and professional manner on the telephone. It is suitable for those who have contact with customers on switchboards, reception, and customer services/ call desks. The recommended maximum is 12 delegates.
What will I learn?
By the end of this course you will:
- Present a professional image of themselves and their company
- Communicate confidently and handle calls with courtesy, efficiency and enthusiasm
- Demonstrate good listening skills
- Manage difficult and aggressive calls
- Keep accurate records of calls
- Close calls by summarising the key points/ action agreed
Course contents
Creating a Professional Image on the Telephone
- Understanding how customers form their impressions
- First and last impressions
- Providing a Professional Service
Handling Calls
- Preparing for calls
- Guidelines for making and taking calls
- Controlling the call
- Ending the call
- Record keeping
Communication Skills
- Listening skills
- Using empathy to build a relationship with the caller
- Techniques to improve your telephone voice
Dealing with Difficult Callers
- Resolving complaints and problems
- Managing demanding customers in a positive way
- Dealing with telephone rage
What our delegates say
"Very good day, particularly enhanced as the trainer adapted the course through the day to meet our needs" – Awdry Bailey & Douglas