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Training Course Summary:

The telephone is one of our most effective business tools and is used by almost everyone throughout any organisation. Professional customer service is essential to retain and develop business. If the telephone is the only way of ensuring such service, it is important to understand the image that we portray and so time will be spent on developing participants’ telephone skills. This programme will also emphasise the role that each person plays towards creating good customer relations within their own organisation.

Who Should Attend:

Anyone who is new to a role that involves telephone communication with customers. The customer could be internal (colleagues and staff) or external (clients and the general public).

Training Course Overview/Content:

Introduction & Objectives

Managing customer expectations
• Who are our customers?
• What do customers expect from us?
• How customer perceptions are formed
• What is the true value of giving customer care?

Effective communication on the telephone
• First impressions
• Communicating your message effectively
• Effective communication tools

Relationship building
• Building long-term relationships with customers
• Building rapport
• Changing attitudes and perceptions

Planning telephone calls
• Maximising your time
• Structuring the call
• Direction and goals
• Maintaining control
• Making outgoing calls

Handling difficult situations
• Being assertive with your customers
• Handling difficult situations with customers

Developing a personal action plan

Review of Programme