Course description
Telephone Skills That Satisfy Customers
They've been around since 1876. They're on every wall, desk and pocket in your life now. It's easy to take the phone for granted. But with the millions companies spend to reach people on TV, radio, the internet and direct mail, it only takes one bad moment through the phone to lose a customer forever. Learn how to use the telephone properly and professionally and create telephone moments of magic for your customers with this course
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Upcoming start dates
Suitability - Who should attend?
Target Students
This course is intended for customer service representatives and any client-facing employee who deal customers.
Outcome / Qualification etc.
Upon successful completion of this course, students will be able to:
- Keep a positive attitude
- Answer the telephone brilliantly
- Ask questions and listen effectively
- Handle customer moments of truth
- Add value
Training Course Content
Lesson 1: Keeping a Positive Attitude
- Topic 1A: Why Keeping a Positive Attitude Is Important
- Topic 1B: My Successes and Achievements
- Topic 1C: I Like Myself!
- Topic 1D: Positive Self-Direction
- Topic 1E: Summary
Lesson 2: Answering the Telephone Brilliantly
- Topic 2A: Preparing to Answer the Telephone
- Topic 2B: Phone Answering Skills
- Topic 2C: Summary
Lesson 3: Asking Questions and Listening Effectively
- Topic 3A: What Customers Want When they Call
- Topic 3B: Ask Questions
- Topic 3C: Listen
- Topic 3D: Take Action
- Topic 3E: Summary
Lesson 4: Handling Customer Moments of Truth
- Topic 4A: Customer Focus
- Topic 4B: Moments of Truth
- Topic 4C: Summary
Lesson 5: Adding Value
- Topic 5A: Five Strategies for Adding Value
- Topic 5B: Communicate Positively with Others
- Topic 5C: Show the Customer Appreciation
- Topic 5D: Follow Up and Follow Through
- Topic 5E: Go the Extra Mile
- Topic 5F: Create Internal Teamwork
Course delivery details
Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities
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Training at 15 locations, Your Office or Live Virtual
Expenses
Course fee: £228.00 + VAT