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.
BENEFITS
After this one-day workshop you will be able to:
give an excellent impression of you and your organisation
give a first class service over the phone
handle any kind of caller correctly and efficiently
LEARNING OBJECTIVES
You can expect to:
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 organise 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 enquiry
Listening
Questioning
Being empathetic
Handling difficult callers
Being assertive
Screening calls
WHO THE COURSE IS FOR
This course is for receptionists, telephonists, secretaries, clerical staff and anyone who deals with customers regularly on the telephone.
When: To be scheduled
from 0900 to 1600
Where: Cinnamon Lakeside – Dukes Court 1
Fees:
Individual price - Rs. 10,600/- (includes lunch &
refreshments)
At your own
premises - Rs. 99,000/- (up to 20 participants)
This price does not include the
cost of transporting the trainer
to and from your premises
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