Despite the rise in email communications the telephone still plays a major role in providing contact for your customers with your organisation. Build your and your organisations reputation by attending this one day workshop and learning the special techniques and skills needed to effectively manage in-bound calls.
Key topics covered:
- Telephone Communication issues - Key techniques for handling inbound calls - Using your voice well - Handling difficult callers - Telephone assertiveness - Practical development of the skills needed (please contact us if you would like to receive the full detailed course outline)
Who should attend?
All staff who answer inbound calls
What you will gain:
You will understand the special techniques necessary to be effective on the telephone and know how to communicate clearly and confidently with all callers. You will be able to create a good impression of yourself and your company when answering the telephone.
This is a highly participative course using discussions, instant role play and a wide variety of interactive exercises. Individual feedback from the tutor is given to coach and support delegates.
What is included?
You will receive a full set of course notes and hand-outs during the course. This is supported by our post-course support that you access after the course. Lunch and all daytime refreshments are included.
Start 10.00 am Finish 5.00 pm
What delegates have said about this course:
“All totally professional. Excellent.” “Very good – clear and concise.” “I thought tutor’s presentation was spot on.”
The course either has new dates in data loading, or is only run as a dedicated or In Company course.