Effective Telephone Skills
Exceeding customer's expectations on the telephone means not only understanding the customer but also being confident, efficient and friendly.
Is this right for me?
This 1 day workshop is fantastic for staff needing to communicate over the telephone. Receptionists, customer service operators, call centres, secretaries, help desks, PA's and administrators.
What will you learn?
- Take more responsibility for complete customer satisfaction
- Provide excellent customer care - meet and exceed customer expectations
- Handle and overcome complaints and difficult situations effectively
- Ask the right questions
- Close the call by summarising agreed outcomes
- Manage your emotional response when under pressure
