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Telephone Call Handling

turning good morning into good business

1 Day - On Request

Telephone Call Handling Training.jpgThis course is one of our standard in-company programmes and can be delivered to your people at a venue and date of your choice. If it is not exactly what you want then we can either create a tailored course based on our extensive library of standard course materials or produce a fully bespoke training course for you. A shorter version of this course with fewer skill development sessions is also available. Please call 01608 644144 for details.

 

Only one or two people to train? Then click here for our open course options, or consider our coaching service

The telephone remains an important means via which people contact your organisation. Well handled calls build your, and your organisations, reputation. This fun and practical workshop is for every member of staff who answers the telephone. Delegates will learn the key skills and special techniques necessary to be effective when answering inbound calls and dealing professionally with all types of caller.


     

    Programme Contents

    Communicating by TelephonePicture of Telephone Call Handling Training.jpg
    - Points of difference - telephone v face to face communication
    - The golden rules
    Telephone Techniques
    - Answering the incomming call
    - The proper use of check lists
    - Transferring calls
    - Taking mesages
    - Leaving professional voice mesages
    Telephone Skills
    - How to sound confident, caring and helpful
    - Learning to listen
    Handling Awkward Callers
    - Understanding customer moods and attitudes
    - Handlingcomplaints
    - Dealing with the difficult call
    - Telephone assertiveness
    Instant Role Play
    Persoanl Commitment to Quality Service
    - Personal performance standards
    Your action plan

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    Testimonials

    Testimonials

    "Excellent teaching method"


    SH - Jun 2011
    Dow Corning Ltd