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.