Customer Service on The Telephone (Byte Size Skills Course)

Syllabus

Introduction

Telephones - problems and opportunities

Communicating on the telephone

Telephone skills

Reception Skills

Do's and Don'ts on the telephone

Handling problems and objections

Controlling anger

Dealing with criticism

Handling complaints

This is only an approximate figure and is dependant upon how much time you can dedicate to your studies and how well you grasp the learning concepts in the course material. Furthermore, at the end of each lesson there is a question paper that needs to be completed and returned to your tutor. You should allow at least 1 - 2 hours of study to complete each question paper.

The approximate amount of time required to complete the course is: 20 hrs.