This one-day course will help to ensure that your staff always project the correct image to your potential customers and clients. It is designed for anyone who uses the telephone in their work and is written with both the customer and the organisation in mind to maximise service and customer care.

More and more companies are increasing their use of the telephone as the quickest and most convenient way of establishing customer contacts. Call centres and mail order are the fastest growing operational departments for UK organisations. It is essential that all employees represent their organisation in a professional and friendly way. Clear and effective communication is essential to ensure that the business is not lost. If your staff are not trained properly on telephone skills, how much business are they losing your company?

Course Content

• Projecting a professional image, building rapport, voice presentation skills.
• Customer service essentials
• Understanding the power of the phone and how to use it to influence
• Call planning and follow up
• Active listening techniques, hearing the whole picture.
• Questioning and summarising skills
• How to direct calls and not leave the customer hanging on
• Putting your customers at ease
• Time management on the telephone
• Handling complaints and angry customers
• Managing different customer behaviour
• Recovery strategies and how to turn a complaint into a happy customer
• The power of a good attitude