Telephone Techniques **new date in Hereford** Don’t miss out!

Who is this course aimed at?

Anyone who makes or takes calls in the workplace. Employees who utilise the telephone in their everyday working environment to communicate with customers, and who have had no previous formal training in this area would benefit from this course. The aim of this course is to enable the delegates to utilise the telephone professionally with specific reference to customer interactions

Do you need previous experience or qualifications to attend this course?

None required

Course Content

This course will equip the delegates with the skills and knowledge to be able to: •     Handle customers with complaints •     Communicate clearly and effectively •     Make best use of telephone time •     Develop a protocol to improve success rates •     Review and develop performance  

Objectives

On completion of the course the attendees will be able to: •     Prepare and plan for telephone calls •     Identify the difficulties in telephone interactions •     Deal with difficult customers in a professional manner •     Use questioning techniques to gain information •     Propose solutions and services to the customer •     List best practice in customer care

Assessment

By Activities

Car Parking

Available on site

Refreshments

Buffet lunch and Teas / coffees provided.

Contact

To make a booking please complete the booking form and return to Emma Codd at emma@hgta.org