Make & Leave a Lasting Impression
Although we use our phones now more than ever, actually talking on the phone is becoming less common. Any yet many times the first and sometimes the only person a customer will speak to is the person that answers the phone.
About the course
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 how to manage difficult customers and situations.
You will also practice techniques to promote positive language, action words and empathy statements to improve customer relations and promote a positive image for your organisation.
This course is also part of a two-day Receptionist Skills course.
Find and Close Your Skills Gap
Get exactly what your team needs with a tailor-made Telephone Skills course. Co-created with you to help tackle your team's unique goals and challenges.
Request a callback to find out more about our tailor-made service and to discuss co-creating training solutions for your organisation.
Course content
Course content
- Public relations and company image
- Telephone techniques
- Qualities necessary when dealing with the public
- Communication skills & using positive language
- Professional use of the phone
- Dealing with awkward customers over the phone
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.
Certification
A Certificate of Attendance can be supplied in soft-copy and/or hard-copy on request
Frequently Asked Questions
Do I need to prepare anything in advance?
No preparation is required for this course.
Virtual Learning - how does it work?
We use Zoom to run our virtual sessions, and each class is secured with password access so only the registered participants can join. All the course materials are made available for you to follow along on-screen, and the live sessions encourage interaction and discussion with your classmates and the trainer.
Let's Talk!
Contact us to find out more about any of our courses and what we can do for you.