Please note that whilst we are working towards the scheduled course dates, we are also following the government guidelines around the Covid-19 pandemic. If you have booked on to a course and we then need to cancel or rearrange, we will communicate this with you and work to find an alternative. We do hope to see you in our training rooms soon!
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.
This course is suitable for all staff who are required to deal with external customers, complaints and general queries over the phone.
*Participants should bring along a list of situations they handle on a regular basis for analysis in the class.