Who should attend
This course is for receptionists, telephonists, secretaries, clerical staff and anyone who deals with customers regularly on the telephone.
About the course
This key course will give you the skills to provide customers and prospective customers with a first-class service over the phone.
With the aid of role plays, recording sessions and group activities you will learn the correct way to make a good first impression, take clear messages, listen effectively and handle problems with confidence.
## Course Objectives
- Understand the need for customer care on the telephone
- Develop a range of voice skills for creating a professional telephone manner
- Improve your ability to organize calls and deal with difficult callers
## Course Outline
*The importance of customer-focused telephone skills * Identifying your company
Identifying yourself in a clear and friendly way
Using your voice to greater effect
Dealing with the inquiry
Handling difficult callers
** Your 'customers**
Who they are
How they see you
What they want from you
Customer care and customer service - two sides of the same coin
The values, vision and mission of your organization - how customer service helps achieve all three
The skills of providing good service in person and on the phone
Dealing with difficult customers and complaints
Telephone do's and Don'ts
A personal presentation
How to manage your time
A year of free support
Videos and materials
Because of COVID-19, many providers are cancelling or postponing in-person programs or providing online participation options.
We are happy to help you find a suitable online alternative.