Scheduled Training Courses
13/06/2012
13/07/2012
13/08/2012
13/09/2012
12/10/2012
13/11/2012
13/12/2012
This training course can also be run on request as a One to One or a Classroom Booking.
Overview
Advanced Telephone Techniques
Course Introduction
The telephone is the first opportunity, to make a good impression for many customers, and is often seen as the "shop window" to the organisation.
However, a badly handled enquiry, or a poorly taken message can adversely affect future trading relationships with not only new or potential, but also existing customers.
Who Should Attend Advanced Telephone Techniques Training?
This course will be of particular interest to anyone who is using and working on the telephone and will enable them to use the telephone effectively, with greater efficiency and confidence when dealing with that more challenging call.
Benefits From Attending The Training
- Understand the importance of being the first contact with a caller
- Know how to create the right atmosphere when using the telephone.
- Be able to take accurate and effective messages.
- Know how to handle customers with a complaint.
Course Contents
- Investigate professional call answering techniques
- Deal with customer dissatisfaction
- Managing difficult callers
- Learn how to gracefully take charge of challenging situations.
- Active listening
- Asking the right questions
- Clarifying skills and taking notes
- Summarising callers wants and needs – action and agreement
- Ensuring professionalism at all times
- Explore building working relationships with customers and suppliers
Duration: 1 day
Course Code: SSG01
Related Courses:
- Time Management | Duration: 1 day | Code: SSG20
- Effective Communication | Duration: 1 day | Code: SSG07
- MS Outlook | Duration 1 day | Codes: ITS15 | ITS16
*BESPOKE COURSE | Course Duration, Level & Duration: Depends On Content & Individuals