WORKSHOP OBJECTIVES
This course will help you enhance your confidence, increase competence and project professionalism through the acquisition of knowledge and skills. This course will enable you to recognise the importance of a first impression and appreciate the skills required to manage different callers, paying particular attention to the management of handling complaints.
WORKSHOP OUTLINE
By the end of the workshop you will be able to;
- Recognise good and bad telephone behaviour
- Apply the 3 key stages to professional telephone behaviour
- Deal with a variety of different callers
- Acknowledge aggressive, assertive and submissive telephone behaviour
- Take accurate telephone messages through active listening
- Handle customer complaints
DURATION: Half Day
Delivery Options
PTP Training Centre
Half Day open course at one of our certified training centres.
£75 + VAT per person
On-Site Training
Half Day in-company course at your organisations premises (maximum 6 delegates).
£425 + VAT per group
