Professional Telephone Techniques Training Course

This course is for any frontline staff wanting to improve their telephone communication skills. The course teaches you how to use listening techniques to understand their customer's needs, how to control conversations through tried and tested call plans and how to regain control in explosive situations and diffuse anger.

Course length = 1 day(s) ~ covering:-

Create a professional image on the telephone

• Use phone communication to your advantage and be aware of limitations
• Know the key stages of a call (answer, handle, conclude)
• Use your voice and language to sound professional

Control a call and gain information

• Question and listen effectively
• Know the importance of checkback
• Sound professional in your voice and words

Manage a difficult situation

• Learn the consequences of different customer service styles
• Use EASE to handle disatisfaction
• Screen calls properly

Course Fee = £499

Scheduled course dates

May 2008 June 2008 July 2008 August 2008 September 2008 2 18 17 18 17