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Telephone Techniques Training Courses
Course Aim:
To enhance delegates telephone skills.
Duration:
1 Day.
Target Group:
This course is designed for all staff who answer the telephone.
Course Content:
• Personal audit
• Building rapport through words and phases
• Using the phonetic alphabet
• Listening skills
• Analytical thinking
• Controlling the call
• Setting standards
• Personal communication skills
• Handling aggressive and challenging customers
• Effective message taking and other tips
• Action planing
• Course review and evaluation
Learning Outcomes:
• Project a professional image
• Understand the needs of customers
• Be able to ask questions and summarising skills without antagonising the customer
• Demonstrate effective listening skills
• Take an rely accurate messages
• Control the call
• Able to use recovery strategies and know how to turn a complaint into a happy customer
• Build confidence in dealing with a wide variety of telephone calls
Price:
£125.00 per person.
This course is also available for delivery on customer's premises (subject to site facilities and minimum numbers) - price on application.
Course Dates:
Available upon request.
To request further information about this course simply click on the 'Request for further information' at the bottom of this page or call our Sales Team on 0845 257 5342.
Request for Further Information
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Alliance Learning operates an equal opportunities policy
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