Love the phone or hate it, it is becoming clear that it is the way to do business and it is here to stay. As the telephone is widely used in business, it is important that we excel in areas of telephone communication. Being able to handle telephone calls efficiently and effectively will enhance not only your own image but also the image of your organisation.
This course focuses on helping working professionals with the essential skills in handling telephone calls professionally, confidently and effectively. It also provides you with the techniques on dealing with the common types of difficult customer situations that you come across in your daily encounters with them.
After the workshop, you will be able to:
Customer Service Basics
You As The Communicator
The Structure of a Telephone Call
Develop Telephone Etiquette to Project a Professional Image
Techniques in Handling Different Difficult Situations
Participants are guided through practical steps of the topic with a combination of reflection and group discussions, activities related to learning points, role-play and lectures.
Those who have to handle customers over the phone regularly.View Course Dates