This virtual 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 prepare a list of situations they handle on a regular basis for analysis in the class.