Handling People Face to Face

What you will be able to do:

Create the right impression to customers both face to face and over the telephone
Build a rapport quickly with callers and visitors
Identify customer needs and expectations using key questioning and listening skills
Handle incoming and outgoing calls effectively
Deal confidently, calmly and courteously when dealing with telephone callers and visitors
Respond to difficult situations in an assertive and positive way when handling people face to face and on the telephone
Remain calm and courteous when dealing with telephone callers and visitors simultaneously
Respond to difficult situations face to face or on the telephone in an assertive and positive manner

Anyone who deals directly with external customers and suppliers and who is required maintain a professional approach to establishing and meeting customers’ needs on a day to day basis.

None required.