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Customer Service

Professional Telephone Techniques

  • Duration:1 Day
  • Cost:€444 + VAT
  • Ref:PTT

Create the right impression and learn how to control and guide the conversation

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Cost €444.00 Duration 1 day Code PTT

Who is it for

A course for any frontline staff wanting to improve their telephone communication skills.

What is it about

An unhappy customer whose problem is solved professionally by a skilled telephone operator can be turned into your most profitable advocate.
This course teaches you how to use listening techniques to understand your caller's needs, how to control conversations through tried and tested call plans and how to regain control in explosive situations and diffuse anger.

Course Overview

  • Create a professional image on the telephone
    • Use phone communication to your advantage and be aware of limitations
    • Know the key stages of a call (answer, handle, conclude)
    • Use your voice and language to sound professional
  • Control a call and gain information
    • Question and listen effectively
    • Know the importance of checkback
    • Sound professional in your voice and words
  • Manage a difficult situation
    • Learn the consequences of different customer service styles
    • Use EASE to handle disatisfaction
    • Screen calls properly

What will I get out of it?

  • Confident and professional telephone manner
  • Understanding of best practice at key stages of a call
  • The techniques to control and guide the call and handle difficult situations

Accredited by

ACCA - counts towards CPD points

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