Telephone Skills Workshop

Details

Time: 9am to 4pm
Venue: AP Courses Training Room
Cost: £295 per delegate
Included in the price: Notes for the course and refreshments

Course Description

This workshop covers the key areas of ensuring excellent internal and external customer service via improved telephone skills, enhancing your image and that of your company.

It also covers how to be fully prepared for incoming and outgoing calls, as well as how to handle difficult telephone situations.

Understanding and using telephone features to your full advantage; voicemail and taking and leaving messages are additional essential skills that are discussed.

Course Design

The Telephone Skills Workshop is an intensive tutor-led course that combines tutoring, discussion and practical work.

Target Audience

There are no prerequisites.  The course is designed for any employee at any level.

Learning Content

• Enhancing your/your company’s image
• The advantages and disadvantages of telephone communication
• Providing excellent customer service
• The importance of active listening skills
• Behaviour and communication styles
• Voicemail, taking messages, putting clients on hold and transferring calls
• Essential preparation for making that difficult telephone call
• Dealing with complaints, and successful resolutions