Telephone Techniques for Demanding Situations
Business Benefits
The more staff equipped to handle difficult situations the less likely the business is to lose customers.
Frontline staff will be confident in handling difficult telephone situations knowing that they have been equipped with tried and tested techniques.
This course can be specifically tailored to the needs of your organisation if required.
COURSE CONTENT
- The limitations of telephone communication
- First impressions
- Building a rapport
- 'It's not what you say but the way that you say it!'
- Projecting a professional and caring impression
- Tone of voice
- Avoiding jargon
- Questioning techniques
- Guiding and controlling the call
- Managing aggressive callers
- Transferring calls
- Putting on hold
- Concluding a call
Who should attend?
Frontline staff.
COURSE DURATION
Course COST
See price list
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