Learning outcomes
By the end of the course delegates will be able to:

• Present a professional image of themselves and their company
• Communicate confidently and handle calls with courtesy, efficiency and enthusiasm
• Demonstrate good listening skills
• Manage difficult and aggressive calls
• Keep accurate records of calls
• Close calls by summarising the key points/ action agreed

Who should attend
This course is designed for all any-one who need to communicate in a confident and professional
manner on the telephone. It is suitable for those who have contact with customers on switchboards,
reception, and customer services/ call desks.

Course contents

Creating a Professional Image on the Telephone
Understanding how customers form their impressions
First and last impressions
Providing a Professional Service

Handling Calls
Preparing for calls
Guidelines for making and taking calls
Controlling the call
Ending the call
Record keeping

Communication Skills
Listening skills
Using empathy to build a relationship with the caller
Techniques to improve your telephone voice

Dealing with Difficult Callers
Resolving complaints and problems
Managing demanding customers in a positive way
Dealing with telephone rage

Home

© Alpha Training, Telephone +44 (0)20 8658 6994, Email admin@alphatraining.com