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Skill Details

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Skill Overview

The telephone is one of today’s essential Communication tools. Everyone creates an impression with both internal and external customers when using the telephone and customers who are dealt with professionally are more likely to remember you as their first choice of service provider. 

This 1 Day Course aims to provide delegates with the attitude skills and knowledge to use the telephone as effectively as possible when communicating with customers.  It provides delegates with structure and best practice whilst also exploring effective communication with both internal and external customers.  

During the day delegates will also explore what makes customers complain or be ‘difficult’. Here we will look at empowering delegates with an understanding of what actually takes place when a customer complains, and a model to take away to help them manage complaining customers as effectively as possible, with a positive outcome for the business, themselves, and of course, the customer.

Learning Objectives

•	Identify how effective communication takes place 

•	Recognise the importance of essential elements of communication and their impact when speaking with customers over the telephone 

•	Identify key call standards, recognise their importance and manage these elements

•	Recognise how to manage difficult customers using a model which will help to achieve a positive outcome for both the delegate and the customer

This is course is designed for anyone who currently uses or will be using the 
telephone to communicate with both internal and external customers.

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*price excludes travel/accommodation and based on a maximum of twelve delegates.

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