26-05-2025 - 30-05-2025	5500	لندن

Course Introduction:

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.

Course Objectives:

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 organize calls and deal with difficult callers

Who Should Attend?

This course is for receptionists, telephonists, secretaries, clerical staff and anyone who deals with customers regularly on the telephone.

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 inquiry

· Listening

· Questioning

· Being empathetic

Handling difficult callers

· Being assertive

· Screening calls

Your 'customers

· Who they are

· How they see you

· What they want from you

Customer care and customer service - two sides of the same coin
The values, vision and mission of your organization - how customer service helps achieve all three
The skills of providing good service in person and on the phone
Dealing with difficult customers and complaints
Telephone do's and Don'ts
Anger management
Building relationships
Assertiveness
A personal presentation
Listening skills
How to manage your time
A year of free support