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TSW:iNSPIRE

Excellent Telephone Skills

Programme Overview

Are you equipped and trained to ensure every customer feels valued or are you finding those vital
relationships slipping through your fingers? The telephone can be a quick and effective resource to help build profitable and long lasting relationships. It is a vital tool not only in promoting your business but for customer retention too. You will learn on this course how to enhance your telephone skills and better understand the qualities that make an excellent call handler.

Course Objectives

During this one day workshop you will develop the ability to create the right professional image, communicate confidently and handle each call with courtesy, enthusiasm and friendly efficiency.
You will also look at dealing with difficult situations and knowing how to deal with them whilst keeping good customer service at the forefront of the conversation.

Course Content

By the end of this course you will be able to:

  • Smile over the phone
  • Project a professional image and build rapport
  • Explore Active Listening and response techniques
  • Develop effective questioning and summarising skills
  • Become effective in Managing the Call
  • Deal with complaints effectively
  • Handling conflict and difficult customers

This course uses a structured series of lively and interesting case studies, exercises and practical skills activities that will reinforce your learning.

This course is available on our open programme, click to see our course calendar

The course is also available exclusively for your organisation and can be tailored to your exact needs. Please contact us to get more information or call 01656 644300 to speak with one of our advisors.