Telephone call handling techniques

Telephone contact is often the first means of communicating with your customers. It is essential that this experience creates the correct first impression.

Telephone Call Handling Techniques introduces participants to extremely effective telephone tools and techniques addressing a variety of needs. The course ensures lots of personal attention is provided for participants with specific requirements.

This course will help learners to:

• Provide each telephone customer with high level of service and attention.
• Manage customers'' expectations quickly whilst providing the best possible solution to their enquiries.
• Maintain a clear, friendly, un-robotic, professional tone with positive use of language.
• Manage difficult situations efficiently resulting in fewer escalated calls.
• Manage their emotions better, improving job satisfaction and employee retention.

Throughout this highly interactive course there are opportunities to practice and test the skills you are learning.

• Your current approaches to customer handling
• Preparing for inbound and outbound calls
• Methods of personalising
• Tailoring your communications to achieve the desired outcomes
• Exceeding customer''s expectations
• Coping and dealing with difficult situations
• Tips and techniques for managing calls
• Directing calls effectively
• Questioning and listening skills
• Managing the callers expectations
• The four-point guideline to structuring the call
• Providing customers with the best possible solution, quickly and efficiently.
• Action planning

Want this course tailored to meet your exact needs?

Contact us for a bespoke detailed course outline, or to arrange a no obligation meeting.