What will be covered?

• Effective communication and customer service on the telephone
• Key customer service issues
• Handling messages and transfers
• Dealing with difficult callers
• Creating a good first impression

Who should attend?

• This course is ideal for anyone that deals with customers/people by telephone

Outcome and benefits

Delegates will be more:

• Effective at answering the telephone
• Aware of the constraints of telephone communication
• Aware of what creates difficult callers

Course materials (included)

Delegates receive courseware to refer to throughout the course and as a refresher following the course

Pre-requisites

There are no pre-requisites for this programme

Further courses that may be of interest

• Customer Care: Improving the Customer Experience
• Difficult Customers and How to Deal with Them
• Time Management
• Assertiveness