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Training Course Summary:

Create a good impression with just one call. Sound confident and generate confidence - control and guide the conversation.

Who Should Attend:

Staff wishing to improve their telephone communication skills, especially front-line sales staff.

Training Course Overview/Content:

Create a professional image on the telephone:
Use phone communication to your advantage and be aware of its limitations
Know the key stages of a call (answer, handover, conclude)
Use your voice and language to sound professional
Control a call and gain information
Question and listen effectively
Know the importance of checkback
Sound professional in your voice and words
Manage a difficult situation
Learn the consequences of different customer service styles
Use EASE to handle dissatisfaction
Screen calls properly