This course will give you the tools and techniques to deal effectively with customer queries and complaints over the telephone. Throughout this programme you will learn how to give customers information they need in the manner they need it and manage difficult customers and situations.

The course is highly participative involving group, written and verbal exercises. The programme is a mixture of lectures, discussions and role play with feedback from the group or lecturer. This course is also part of a two-day Receptionist Skills course.

Who Should Attend?

This course is suitable for all staff who are required to deal with external customers, complaints and general queries over the phone.

Course Overview

*Participants should bring along a list of situations they handle on a regular basis for analysis in the class.

• Public relations and company image
• Telephone techniques
• Qualities necessary when dealing with the public
• Effective listening
• Communication skills
• Professional use of the telephone
• Dealing with awkward customers over the telephone

Key Outcomes

• Much improved telephone image
• Increased confidence in dealing with customers over the telephone
• Greater awareness of the importance of good public relations
• Participants will be able to use the Customer Service Transaction effectively and efficiently,
• Tools & techniques to handle conflict and complaints
• To become more solution rather than problem orientated.

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