Telephone Techniques

Who is it for?

Our course is 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. The course teaches how to use listening techniques to understand the customers' needs, how to control conversations through tried and tested call plans and how to regain control in explosive situations and diffuse anger.

What will I get out of it?

By the end of the course you will be able to:

• present yourself in a confident and professional telephone manner
• use techniques to control and guide the call and handle difficult situations
• use effective questioning techniques to gain information
• screen calls properly
• understand the key stages of the call (answer, handover, conclude)