Professional Telephone Techniques
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Professional Telephone Techniques

Duration:
One Day

Learning Objective:
The course is designed to highlight effective and efficient techniques in answering and using the telephone and illustrates how to avoid common pitfalls thereby promoting a professional image to the outside world.

Who Should Participate:
All staff who have telephone contact within the business world, in particular those who have had no formal training in professional telephone techniques.

Course Objectives:
By the end of this course, participants will be able to:
- Have an appreciation of the benefits of professional telephone technique
- Recognise the importance of the telephone in caring for our customers and presenting the correct Company image
- Recognise the limitations of the telephone
- Appreciate the personal qualities of one skilled in providing excellent customer service on the telephone
- Answer the telephone / transfer calls / take messages effectively
- Be able to handle complaints/difficult customers objectively and professionally
- Will have practiced handling complaints
- Will recognise positive and negative elements of stress and actions taken to minimise its effect
- Develop an Action Plan to improve performance

 
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Key Details
Duration1 day
 
£150
per delegate
 
 
Bookings Helpline: 01933 233884 (Monday to Thursday - 8:00am to 5:30pm and Friday 8:00am to 5:00pm).