The telephone is the first opportunity, to make a good impression for many customers, and is often seen as the “shop window” to the organisation. However, a badly handled enquiry, or a poorly taken message can adversely affect future trading relationships with not only new or potential, but also existing customers.
This course will be of particular interest to anyone who is using and working on the telephone and will enable them to use the telephone effectively, with greater efficiency and confidence when dealing with that more challenging call.
Investigate professional call answering techniques
Deal with customer dissatisfaction
Managing difficult callers
Learn how to gracefully take charge of challenging situations.
Asking the right questions
Clarifying skills and taking notes
Summarising callers wants and needs – action and agreement
Ensuring professionalism at all times
Explore building working relationships with customers and suppliers
Understand the importance of being the first contact with a caller
Know how to create the right atmosphere when using the telephone.
Be able to take accurate and effective messages.
Know how to handle customers with a complaint.
For more information or to book any of our courses
Call: NG +234 (0) 812 0009288, 08107561680, 08131521826