Managing difficult situations on the telephone

Course Objectives:
This course is designed to help delegates reduce resistance and potential conflict when they are talking to people on the telephone. Delegates will learn how they can use these situations to their advantage to develop their relationship with a customer and control situations in order to achieve a positive outcome whilst on the phone.
Contents:
By the end of the session delegates will be able to:
·Understand the causes of difficult behaviour
·Learn how not to take things personally
·Understand different personalities types
·How to avoid getting into an argument
·Handle and defuse verbal aggression
·Develop ways to deal with difficult people
·Understand different types of behaviour
·Understand verbal and non verbal behavior and its impact
·Develop assertiveness to reach a win win situation
·Things you do not do when using the phone
Who should attend:
This course will be of particular value to managers, supervisors, customer service staff, front line and call centre staff.
Course benefits:
All our training programmes are delivered in a positive manner and in risk free environments. We actively encourage delegates to practice the skills needed for maximise the learning experience and we use a number of training methods including role-play, video, audio, workshops and group exercises to enhance the learning process.
Additional information:
This course is designed to give delegates the opportunity to learn, practice and receive feedback on the skills and behaviours they want to develop.
Certificates:
All delegates who successfully complete this course will receive a certificate of attendance.
Trainers background:
The trainer for this course has extensive experience in design and delivery of sales and marketing related training programmes. They have been delivering a variety of telephone sales and techniques courses to a mixture of SME's and major call centres for a number of years and are recognised for their excellence in this arena.