The need for professional telephone skills has never been more to the fore and continues to be an essential skill for individuals to develop. This course is ideal for all staff or call centre staff dealing with external customers, complaints and general queries.
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.
The outcome of the course for participants is an improved professional Telephone image, techniques to allow you to deal effectively with customer queries and complaints over the telephone, to guide customers to give information they need in the manner they need it and manage difficult customers and situations.
Prospective participants should bring along a list of situations they handle on a regular basis for analysis in the class.
(incl. course materials & refreshments)
23-Nov-2017 / 23-Nov-2017
The Irish Times Building,
24 - 28 Tara Street,
This course is also offered on a tailored in company basis
‘Fantastic breath of knowledge & information mixed with very practical application tips. Now for the execution of some of it! Found the session extremely insightful.’
Business Writing ,