Duration 1 Day
TOL – This can be booked as a Time Optimised Learning course
Who should attend?
Any member of staff who regularly uses a telephone.
- Demonstrate telephone competence and confidence
- Understand the dos and don’ts of taking and making calls
- Demonstrate the skills of dealing with difficult calls
- Create a personal implementation plan
- Building an image over the phone
- Being an ambassador of the company
- Understanding tone and pitch of voice
- Developing telephone confidence
- Handling the key stages of the call
- Handling complaints over the phone
- Dealing with abusive and aggressive behaviour