Professional Telephone Skills
This course will enable participants to better understand the hidden messages and language that customers use; to understand how to identify and handle telephone types. It will provide them with questioning techniques and improve their listening skills so that they will be able to turn an inquiry into a sale as well as deal with customer complaints. It will give them a deeper understanding of how to deliver real quality customer service and how to retain customer loyalty.
Duration: 1 Day
| Delivery: |
|
| Regions: |
|
| Category: |
Further Details
Course Overview
Course Modules include:
* Communication skills.
* The key elements in effective communication.
* Effective telephone communication.
* The barriers to communication.
* Overcoming the barriers to communication.
* The four telephone types.
* How the four types vocalize.
* The effective telephone user.
* Controling the call / overcoming fear.
* Relax!
* The angry caller.
* Understanding your customer.
If booking more than one delegate or would like to discuss the course with a member of the Training Team, please contact the Mass Training Centre on 01189 778560
This Training Course is taught in classrooms in the following locations:
Reading
Information provided is for information purposes only and no guarantees are made with regards to accuracy. It is advised that all details are checked prior to making a booking. Contents © 1999 - 2012. All rights reserved.
