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Who should attend
Receptionists, Telephonists, Secretaries, Personal Assistants, Administrators and Customer Service Teams.
Course content
- Learn how to power-up your telephone manners, put excitement in your voice, and enthuse a positive winning attitude that will give customers every confidence in you
- Gauge how to confidently ask questions on the phone that will obtain vital information, and the secrets of successfully listening to absorb it
- Adopt a concise telephone action-plan for readiness, because failure to prepare is to prepare to fail! And, switch on to a sure -fire formula for follow-up action, post call
- Map-out consistent, comprehensive phone call structure as a cogent "coat-hanger" for professionalism throughout every call you take, or make
- Discover how to get the caller's name, use it constructively and help create a customer
- Key statements and strategies for excellence in answering/introducing yourself
- Learn how to profitably handle enquiries, take messages responsibly, generate client interest whilst
building rapport, and the best way to repeat back/summarise key points. Maximise too on the secret to a perfect customer caring summary and close to every call.
- Find out how to tactfully transfer calls, learn a precise gets-it-right 1st time phonetic-alphabet, and a concise game-plan solution for calling customers back!
- Learn how to welcome difficult, angry, awkward callers, turn them into happy customers 365 days of the year
CPD: 6 Hours
FEE: £250 plus VAT or 4 'Block Booking
Places' (from £200 plus VAT)
Evening
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For further details:
To book on this course please complete the form below, and an invoice will be sent to you for payment.
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"The course covered a lot and will make a difference tomorrow"
Vince D., Ringley Ltd (Chartered Surveyors) |
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"Very useful for giving a choice of language and approach"
Avril W., Bishop & Sewell (Solicitors) |
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"I found the action sheets, role-pays and videos very useful"
Natalie B., Intrust Limited |
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"I feel I have gained confidence in using the phone and understanding both the customer and myself - well done"
Emma-Louise B., CIMA |
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"Score: 10/10"
Rudolph T., Sofitel (Hotel Group) |
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"Relevant to the business needs in my work"
Kristine G., The Statistics Commission |
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"Important topics were covered. The trainer made it interesting. We were actively involved throughout the training, a lot was covered that way. I have some important materials to take away"
Claudia S., Pathways2Work |
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"An excellent course - interesting and creatively presented. Thank you!"
Julie M., Accuco (Beauty therapy) |
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"Enthusiastic and motivating, great material to work on, enjoyed role place, very useful"
Adrianna M., Colefax & Fowler (Fabrics and wallpapers) |
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"Very relevant to my work - good tips I will be using in calls to customers. Very clear teaching"
Chloe P., Sterling Property Services |
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"Really friendly and helpful. Easy to adapt to. Good stuff!"
Ross M., Devereux Chambers (Solicitors) |
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"Brilliant course, very useful and educational"
Marie Dos S., Menzies Chartered Accountants |
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"Very informative and helpful. Has given me a more positive attitude towards taking calls"
Sade B., Landau Zefferit Weir (Solicitors) |
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"Learnt a lot - Excellent"
Mandy T., University of Exeter |
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