This 1 day course will help you build confidence and skills that enable professional telephone call handling.
DurationThis 1 day course will help you build confidence and skills that enable professional telephone call handling.
Objectives
Duration
Who should attend?
Receptionists, Customer Service staff, and those acting as a first point of contact within their organisation.
Course content
The course will cover the following:
Answering and introducing calls
Challenges of telephone communication
Telephone etiquette and rapport building
Listening skills
Understanding and adjusting to different communication styles
Gathering and recording information
Questioning techniques
Handling objections and managing complaints
Handling angry or difficult callers
Closing a call positively
Outcomes
On completion of the course, delegates will be familiar with telephone etiquette, and how to answer and make calls professionally.
Delegate preparation
No prior preparation required
Refreshments
Hot and cold drinks available when delivered at a Sanctus Training venue.
About Us
Sanctus Training Ltd has provided quality training and high customer service for over 25 years. A well-established provider of a broad range of training and consultancy services from our Training Centres in Gloucestershire.
Here at Sanctus Training Limited we provide a comprehensive offering of Health & Safety courses including; First Aid, Mental Health First Aid and Site Safety Plus. We are also a UKATA Approved Training Provider and can deliver Asbestos Awareness, and Non-licensable Work with Asbestos including Non-licensed courses for Operatives, Groundworkers and Waste Management & Civic Amenity Operatives & Managers, all at our purpose built training facility.
In addition to the above, we deliver a range of Professional Development courses. These courses focus on key topics such as; Successful Communication, Equality & Diversity, Building an Effective team, and Appraisal Training. We offer Bite Size modules and one-day options. We can also design and tailor a training programme to suit the exact needs of our customer.
Sanctus Training Limited is proud to be accredited with; CITB, QualSafe, Mental Health England and UKATA.
Training is carried out at our modern Training Centre in Quedgeley, Gloucestershire, just 5 miles from M5, J12. Alternatively, where appropriate, we can undertake training at our customers premises or other chosen venue. If required, we are delighted to offer assistance with Staff Training plans.
We are committed to providing our customers with quality training which we have been delivering for many years. We are flexible around our customers’ requirements and continually develop our courses. Sanctus Training Limited are part of the Sanctus Group which includes our sister company Sanctus Ltd, a specialist in contaminated land remediation
The telephone is still one of the most cost effective and powerful business tools available for maintaining and increasing a customer base. Every time you pick up that telephone at work whether incoming or outgoing you can win or lose business.
To deliver the best face-to-face customer service you must think like a customer. Put yourself in their shoes and consider how you would feel being served by you.
Our mission is to provide excellent quality training to small and medium businesses across South Yorkshire, East Midlands, Northamptonshire and surrounding areas.
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