First impressions count. This course is designed for people who have to handle situations using the telephone, as part of their role, in a professional and courteous manner. It will enable delegates to acquire the skills to break down communication barriers and respond to the needs of the caller in
DurationFirst impressions count. This course is designed for people who have to handle situations using the telephone, as part of their role, in a professional and courteous manner. It will enable delegates to acquire the skills to break down communication barriers and respond to the needs of the caller in an engaging manner.
Key Objectives
After attending this course delegates will be able to:
Recognise the impact of voice and tone
Use listening skills and questioning techniques
Increase confidence to deal with calls competently
Deliver messages promptly and accurately
Course Outline
Making first impressions count
Developing telephone personality
The impact of attitude and body language
Adopting a positive approach to customers
Listening and responding skills
Displaying confidence through voice and tone
Gathering relevant and accurate information
Taking/leaving an accurate message
Dealing with difficult people
Key Benefits
Effective use of customers’ and staff time
Greater customer satisfaction
Reduced risk of missed opportunities
Positive customer relationships
Gaining nationally accredited qualifications is an integral part of modern career development giving individuals the skills and knowledge to perform effectively and efficiently in their job.
Our courses are all about the workplace, providing an opportunity to gain new ideas and insights, supporting businesses to develop people, enabling individuals to develop themselves.
Handling Customer Services and Complaints course is offered by Red Training and Consultancy
The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. Your core responsibility will be to provide a high-quality service to customers which will be delivered from the workplace, digitally, or through going out into the c...
This course provides ways to add value to customer relationships, exceed customer expectations and protect companies’ brand by delivering outstanding customer service.
The first (and lasting) impression many customers form of your organisation is provided by the person with whom they first come into contact. The responsibility for that and many subsequent vital contacts may well lie with some of your least well-trained staff.
To develop effective telephone skills, including dealing with sensitive issues over the telephone.
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