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- 1 day Instructor-led workshop
Who is this course for?
Telephone Techniques is suitable for anyone working as the first point of contact for customers and suppliers including staff new to customer care, administrators, receptionists and call center agents. Personnel working in a service environment aspiring to improve their telephone skills will also benefit from attending the course.
BenefitsDuring this course you will:
- Build your telephone handling skills
- Learn how to professionally answer and end calls
- Develop your telephone etiquette
- Improve your listening skills
- Increase your dialogue skills, build rapport and effectively meet customer needs
Responding to incoming calls
Placing customers on hold
Transferring phone calls (including blind transfers)
Ending calls professionally
Communication skills for call handling
Effective telephone communication
Sounding friendly over the telephone
Building relationships during telephone calls
Identifying customer needs and communicating appropriate options
Meeting customer needs
Promoting customer relations
Dealing with challenging calls
Managing conflict during calls
Handling difficult situations
Responding to angry callers
Controlling your anger during calls
Handling criticism constructively
What you get
Training is held in our modern, comfortable, air-conditioned suites
"What do I get on the day?"
Lunch is provided at a local restaurant or pub. Browse the sample menus:
Breaks and timing
Courses start at 9:30am.
Please aim to be with us for 9:15am.
Joining information (how to get to our venues)
Available throughout the day:
- Hot beverages
- Clean, filtered water