Telephone Training

During this interactive, linked and practical telephone training, you cover:

• Create a professional image on the telephone
• Use telephone 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 recapping your conversation
• Manage a difficult situation assertively
• Saying no assertively
• Understand and learn the differences in customer service styles
• Cope with complaining customers
• Screen calls properly
• Work with internal clients and teams effectively
• Typically we expect you to be able to provide an exceptional service to your customers/callers after completing the course, we also ask you to complete an action plan during the session, outlining areas that you will improve once back in your own workplace.