PROFESSIONAL TELEPHONE SKILLS AND TECHNIQUES
WORKSHOP AIMS AND OBJECTIVES
This developing professional telephone skills training course will enable delegates to develop, or refresh, the techniques and skills required to make and take calls effectively. They will learn and practice methods for giving and receiving information logically and clearly, building rapport and dealing with difficult callers.
NEXT DATE: 28th January 2019
By the end of this workshop participants will be able to
- Explain the importance and use of effective telephone techniques when delivering exceptional customer service
- Deal with all callers in a professional and efficient manner
- Employ enhanced key skills in questioning, listening, assertiveness and rapport building when dealing with challenging callers.