Course Content:
Understanding the importance of the telephone in business today
Dealing with a demanding master …the telephone!
Golden rules of communicating professionally over the telephone
Identify the importance of ownership when receiving calls and calling customers.
Learn how to build rapport with your customers.
Effectively use your communication to create a positive outcome.
Importance of active listening
Learn how to ask the right questions to understand customers needs & expectation
Setting the tone on the telephone
Different customer types and how to deal with them effectively and professionally
Gathering the required information to accurately respond to your customers.
Learn how to handle aggressive and difficult customers professionally
How to constructively respond to a telephone customer complaints and concerns.
Top tips and techniques to be a master complain buster

Aim:
In today’s competitive market, dealing with inbound or outbound calls effectively has never been more paramount. This one day workshop is ideal for those seeking professional phone etiquette skills and telephone techniques for dealing with customers effectively.