In today’s world, phone calls play an important part in our everyday communications in both personal and professional roles. Phone conversations deny us the benefit of making eye contact or observing other's body language to make our interaction more effective. Therefore, it is of utmost importance to learn the skills necessary for handling a professional phone call and avoid misunderstandings and unnecessary challenges.
Who should attend?
This is a Level 1 course targeted at those delegates who are required to converse with colleagues, suppliers and customers by telephone. With the popularity of mobile phones, people are now available almost anywhere and at anytime and knowing how to handle phone calls has become more important than ever before.
The positive language, the power of a good attitude
Solving the customer’s problem
Building customer loyalty
Projecting a professional image
Voice presentation skills
Understanding the power of the phone and how to use it to influence
Call planning and follow up
Active listening techniques, hearing the whole picture
Questioning and summarising skills
Dealing with difficult customers, handling complaints and angry customers.
Understand callers’ mentality and adopt effective strategies to become more comfortable in handling any situation
Handle emotionally charged conversations on the phone whilst staying in control
Handle your phone conversations professionally and leave a positive impression on the other person
Provide information clearly and efficiently while increasing retention and checking understanding
Control your tone and voice, adopt an ideal attitude and choose words carefully to present a positive image of yourself and your services.
“Customer service is one of the most important aspects of any business.”
Duration: 1 day course
Venues: At your own offices or our luxury training venues in Cardiff, Newport (Nr Celtic Manor), Bristol or Swindon (Please state your choice of venue when booking)
£650 + VAT
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