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.
(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 ,
‘I have 40 years experience as a PA and attended many training courses in my career – I found the Executive Secretary/PA course excellent - it has given me a new insight and reflection on my work at this present time.’
Executive Secretary/ PA ,
‘The Time Management course has given me lots of food for thought. I’m looking forward to going through my list of tasks next week.’
Time Management ,
‘The course gave me a totally different view on my customer services skills. An excellent course.’
Customer Service Training ,