Category
Business Skills
Course Type
Personal Development
Price Per Delegate
£345 +VAT
Public Scheduled Course
Price Per Course
£1,295 +VAT
On-Site at Customer Premises, Max 10 Delegates
Duration
1 Day
Full/Part Time
Part Time
Provider
Dates and Locations
Contact us for the latest course dates.
Book courseThis course is intended for people looking to develop positive service skills for dealing with people over the telephone.
Objectives:
Delegates will discover how to make a positive first impression by communicating effectively, relay messages quickly and efficiently and use a variety of questioning and listening techniques. They will learn how to deal with problem callers, staying in control and providing the best level of service possible.
- What is Telephone Service Excellence
- Creating Positive First & Lasting Impressions
- ‘Word of Mouth’ & ‘Word of Mouse’ Feedback
- Barriers to Effective Telephone Communication
- Rapport Building Techniques
- Left Brain/Right Brain Principles
- Using the Right Words
- Enunciation, Inflection & Emphasis
- The Steps to Handling Calls Successfully
- Preparation
- Making a Positive First Impression
- Identifying the Callers Needs
- Questioning Techniques
- Keeping the Caller Informed
- Last Impressions
- Messages & Follow Up Actions
- The Behavioural Matrix
- The 4 Behavioural Styles
- How the 4 Types Vocalise
- What Makes People Difficult
- Why We Lose Control
- Taking Responsibility to Fix the Problem
- The Do’s & Don’ts
- Angry Caller Types
- Handling Angry & Difficult Caller Types
- The Correct Process & Protocols in your business
- Review of Best Practice
Enquire about a course
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