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Effective Telephone Techniques
The first contact many organisations have with any potential client is very often over the telephone, so it is essential to make an excellent impression. This course looks at the skills required to deliver exceptional customer service over the telephone. Improving the telephone techniques of the organisation's client facing individuals will lead to increased sales perfomance and greater client retention.
 

Course Duration
One Day

Course Cost
Tailored Course Cost : £950
Open Course Cost : £155pp

Participant Profile

> Client facing staff
> Client facing Managers / Team Leaders

Course Benefits

> Employ effective telephone techniques    while communicating over the phone
> Employ proper tonality and language
> Exercise telephone courtesies and    customer service skills to enhance    corporate image
> Handle difficult calls confidently

Key Topics

> What is excellent customer    service
> The impact of customer service
> The basic call structure
> Building rapport
> Effective questioning
> Effective listening
> The benefits of positive language
> Using your voice effectively
> Handling difficult calls

Related Courses

> essentials of customer service
> dealing with difficult customer
     
 
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