Customer Service - Handling Telephone Calls
Every communication with a customer is an opportunity for
enhancing your organisation's image and gaining more business.
This course helps delegates to see all callers as customers and
equips them with the skills to communicate professionally and
identify opportunities, demonstrating customer care.
OBJECTIVES
By the end of the course delegates will be able to:
- plan and prepare for calls
- create the right impression and establish rapport
- listen effectively and demonstrate positive customer care
- make every call more productive and profitable
- deal with resistance and motivate customers
CONTENTS
- identifying the fundamental skills of good communication
- familiarisation with telephone facilities
- exploration of more advanced and specialised techniques of customer care such as building rapport and handling anger
- knowing how to spot and advance business opportunities
SUITABLE FOR
Staff from all functions who receive and/or make customer calls.
£449 + VAT2 DAYS
January 2/3
April 3/4
August 26/27
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