Telephone Skills courses in England

A good or bad organisational image is often determined by the initial contact via telephone. This workshop explores the skills necessary to ensure that this first impression is a favourable one. It will provide answers that can be applied practically to...telephone skills coursesin england

A highly interactive one-day programme that allows administrators to 'tame the telephone' and achieve outstanding results. Used widely within central and local government, call centres and customer care lines the following objectives are explored in an upbeat and practical manner - 1.Describe the...telephone skills coursesin england

Module One - Communication •Barriers to Effective Telephone Communication •Rapport Building Techniques •Left Brain/Right Brain Theory •Using the Right Words •Enunciation, Inflection & Emphasis Module Two - Call Handling •The Steps to Handling Calls Successfully ◦Preparation ◦Making a Positive First Impression ◦Identifying the Caller's Needs ◦Questioning Techniques ◦Keeping the Caller Informed ◦Last...telephone skills coursesin england

Module One - Introduction •How Do We See Customer Service •The Cost of Good & Bad Customer Service •The Value of Exceptional Customer Service •The Impact of ‘Word of Mouth’ & ‘Word of Mouse’ Feedback Module Two - Communication •Johari’s Window •Barriers to Effective Telephone Communication •Rapport Building Techniques •Using...telephone skills coursesin england