Course Title: Professional Telephone Techniques

Who should Attend:

Staff responsible for making and receiving telephone calls.

Learning Objectives:

• By the end of the workshop delegates will be able to:
• Understand the Key techniques for providing professional Customer Service on the telephone.
• Manage a variety of different callers.
• Manage complaints in a professional manner.
• Exercise the key skills required to achieve positive outcomes.

Contents:

• Tutor and delegate introductions.
• Review of course objectives.
• The Power and Perils of using the telephone.
• Proper Planning …….
• 3 key stages to ensure professionalism.
• Dealing with different types of callers.
• Handling complaints.
• Effective Communication.
• Creating the Right impression.
• Using your vocal skills.
• 10 tips to ensure Effective Listening.
• Questioning skills.
• Taking Notes.
• Activities/case studies.
• Personal Action Planning.

Duration: One day