COURSE LEVEL – INTRODUCTORY
Effective communication on the telephone means not only understanding the customer, but also being assertive with difficult callers. This interactive one day course will enable delegates to examine the tools, tips and techniques involved in dealing with customers on the telephone.
Who Should Attend?
All staff who need to communicate in a confident, efficient and friendly manner on the telephone. It is ideal for those who have frequent contact with customers and is suited to those on reception, customer service units, call centres, help desks.
By the end of this course you will be able to:
Manage your emotional response when under pressure.
Effective Telephone Communication
Staying in Control
Remaining calm, flexible and professional.
Dealing with Difficult Situations
Duration 1 day