An unhappy customer whose problem is solved professionally by a skilled telephone operator can be turned in to your most profitable advocate. The course teaches all those working with the telephone how to use listening techniques to understand their customers needs, how to control conversations through tried and tested call plans and how to regain control in explosive situations and diffuse anger. Course Outline: Create a professional image on the telephone: use phone communication to your advantage and be aware of its limitations Know the key stages of a call (answer, handover, conclude) Use your voice and language to sound professional Control a call and gain information Question and listen effectively Know the importance of checkback Sound professional in your voice and words Manage a difficult situation Learn the consequences of different customer service styles Use EASE to handle dissatisfaction Screen calls properly
