Further Details
Is it right for me?
Suitable for all staff who need to communicate on the telephone. It is ideal for those who have frequent contact with customers and is suited to those on switchboard, reception, customer service units, call centres, help desks; and secretaries, PAs and administrators.
What will I learn?
By the end of this course you will be able to:
Take more responsibility for complete customer satisfaction.
Provide excellent customer service – meet and exceed expectations.
Handle and overcome complaints and difficult situations effectively.
Ask the right questions.
Close a call by summarising agreed outcomes.
Manage your emotional response when under pressure.
Pre-course Activity
This course requires the completion of a pre-course questionnaire in order that we can ensure that the course focuses on your key issues and needs, and those of your manager.
What will it cover?
Effective Telephone Communication
Doing business on the telephone
Creating the right impression
Exceeding customer expectations
Building bridges and overcoming barriers to communication
Managing Different Types of Callers
Recognising passive, aggressive and assertive behaviour styles
Assessing your level of assertiveness
How your approach affects others
Dealing with Difficult Situations
Understanding how perceptions differ
Handling complaints positively and defusing difficult situations
Being positive even when you can’t say yes
Staying in Control
Remaining calm, flexible and professional
Coping with stress – ways to manage personal stress
Managing the emotional response and dealing with abuse
Picking yourself up after a difficult call
Personal Development
Refining your telephone manner – developing a welcoming style
Formulating a personal action plan
Testimonial
Judith Spevock, Exhibition Administrator
Brintex
I found the day's course interesting and informative. It has helped me become more confident when conversing on the telephone with clients and in particular resolving any immediate business issues and complaints they may have. Working in groups during the day also enabled a good environment for exchanging ideas and opinions.
Guide price
£529 + vat |
