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Telephone Techniques
Duration: 1 day
Who is it for?
This course is aimed at customer facing staff and managers.
What is it about?
Building a rapport with customers is not easy as it looks. This course looks at the skills required to provide excellent customer service over the telephone and builds on current techniques and research. Delegates will have the opportunity to take part in practical exercises aimed at testing a number of different customer service skills.
Course Overview
- The benefits of telephone communication
- Building rapport with customers
- Understanding the customer’s needs
- Using listening skills and voice techniques effectively
- Working with differing point of views
- Use of NLP to build rapport
- How to deal with difficult situation
- Increase confidence and structure calls
- Professional when speaking to customers and co-workers.
What will I get out of it?
- Be better able to use techniques to suit the customers’ needs
- Understand telephone communication processes necessary to develop an rapport with customers
Prerequisite
- There is no prerequisite for this course. It functions as a stand-alone course.
Materials
- You will receive a course binder containing copies of presentation slides, exercises, and suggested solutions. Most importantly you will complete the course with a Personalised Action Plan.
London Clerks Court
Nottingham
Manchester Pall Mall
Glasgow Buchanan Street
Reading Atlantic House
Bristol Temple Quay
Birmingham Temple Row
Leeds Wellington Place
Edinburgh Conference House
Belfast Clarendon Dock
Newcastle Rotterdam House
Milton Keynes Fairbourne Drive
Norwich Stannard Place
Liverpool City Center
Dublin Alexandra House
Maidstone Kings Hill Ave
Cambridge Vision Park
Southampton Airport
Cardiff Gate Business Park
| London | Nottingham |
| Edinburgh | Glasgow |
| Manchester | Birmingham |
| Leeds | Bristol |
| Reading | Belfast |
| Newcastle | Milton Keynes |
| Norwich | Liverpool |
| Dublin | Maidstone |
| Cambridge | Southampton |
| Cardiff | View all locations |
