Handling Difficult Telephone Conversations

Course Duration is 1 Day

£395.00 Plus VAT

Business Benefit

Telephones play a huge part in communication, both internally and externally for any organisation. They also play a big part in the image people form about an organisation. Handling difficult telephone conversations in a positive and professional way is an essential skill.

How to Book

If you are interested in booking this course, then please select an available date and then click book now to complete the booking.

Who Should Attend

Any member of staff who regularly uses a telephone to converse with customers.

Learning Outcomes – by the end of this course you will be able to…

Demonstrate telephone competence and confidence
Understand the do’s and don’ts of taking and making calls
Demonstrate the skills of dealing with difficult conversations
Create a personal implementation plan

Course Content

Anatomy of a telephone complaint: the difference in emotion from a face-to-face situation, and the tendency for the telephone to contribute towards increased hostility.
Experiencing the immediacy of a difficult caller and how to deal with the first few seconds.
Ignoring the hostility, but listening to the caller – being quiet but letting the caller know you are still with them.
Understanding empathy and depth- empathy, and how to apply them.
Diffusing-techniques using transactional analysis and assertiveness.
Finding practical solutions and ensuring the caller feels valued.
Ending the call and follow-up.
Evaluating the substance behind the call and entering this into an incident-log.