TELEPHONE SKILLS
A skills and motivation course
Improve customer care and telephone handling in your organisation
A great course for people who are required to receive front line telephone enquiries, take important messages and deal with problems and complaints
Course Objectives
| 1. |
Learn and be able to state the elements of effective customer care.
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| 2. |
Learn skills for dealing professionally on the telephone, offering excellent and efficient service.
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| 3. |
Learn how to deal professionally with difficult customers on the telephone.
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| 4. |
Learn how to deal positively with complaints and turn complaints into sales opportunities. |
The course will include:
| • |
Providing excellent customer service |
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The correct way to answer |
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Taking a message professionally |
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Handling the desk and the telephone |
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Voice |
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Follow up |
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Complaints |
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Dealing with hostile callers |
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Dealing with difficult callers |
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Call backs |
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Personal motivation and confidence |
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The spirit of ownership |
The
Benefits of attending
•
|
Front line telephone staff present a professional image |
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Complaints are reduced |
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Sales improve |
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Staff are motivated and enthusiastic |
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Messages are handled professionally |
Bespoke Training Courses
The above course outline is provided as a sample.
We tailor all our courses to suit your company's individual needs |
Click
here to request further information on this course
For more
information, please contact
Elizabeth Kelly, Customer
Focus Manager:
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