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.

• 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

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

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

A variety of methodologies will be used during the course that includes:

·         (30%) Based on Case Studies

·         (30%) Techniques 

·         (30%) Role Play

·         (10%) Concepts

·         Pre-test and Post-test

·         Variety of Learning Methods

·         Lectures

·         Case Studies and Self Questionaires

·         Group Work

·         Discussion

·         Presentation

This rate includes participant’s manual, Hand-Outs, buffet lunch, coffee/tea on arrival, morning & afternoon of each day.

Daily Course Timings:

    08:00 - 08:20       Morning Coffee / Tea

    08:20 - 10:00       First Session

    10:00 - 10:20       Coffee / Tea / Snacks

    10:20 - 12:20       Second Session

    12:20 - 13:30       Lunch Break & Prayer Break

    13:30 - 15:00       Last Session