CPD
Telephone Skills - Sound Professional
26 Jan, 23 Feb, 22 Mar, 09 Apr, 11 May, 21 Jun, 19 Jul, 27 Aug, 14 Sep, 26 Oct, 22 Nov, 06 Dec 2010
Time 9.30 - 1.00
Location: All courses are held in Central London
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First impressions are everything; they’re usually given on the telephone - are they always good enough?
Achieve telephone perfection on this one day training course!
Who should attend
Receptionists, Telephonists, Secretaries, Personal Assistants, Administrators and Customer Service Teams.
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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 make or take
- Discover how to get the caller's name, use it constructively and help create a client
- Key statements and strategies for excellence in answering/introducing yourself
- Learn how to profitably handle enquiries, take messages responsibly, generate client interest 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 get-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
- Embrace how to become client-care, business-service aware all 365 days of the year
FEE:
£175 + VAT or 2 'Block Places' (from £108 plus VAT)
For further details:
To book on this course please complete the form below, and an invoice will be sent to you for payment.
(* required fields)
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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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"Very interesting and very useful"
Jacky W., Hapag Lloyd |
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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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"Training varied and focused on the points I wanted to cover. All questions positively answered. Key phrases were very useful"
Isabel P., Pontifical Mission Society |
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"Reactive and intelligent approach to understanding the training needs of his group."
Stephen S., Isrighthere Ltd |
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"At the correct level, will help me improve my skills. Made sure I understood everything."
Kim S., Weller Wealth Management |
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"Very well explored, very useful."
Vangie O C., Pontifical Mission Society |
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"Helpful, positive, friendly. Very useful course helped me improve my service and skills."
Sharon O., Lambert Chapman |
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"Overall very good."
Ermelinka A., Research House |
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Terms:
A full refund (less 20% administration charge) will be made for cancellations received in writing or by email not less than 15 days prior to the course. Cancellations after this time are charged at the full fee or Block Places treated as utilised.
Please click here for full terms and conditions.
Practical Student Courses |
Student
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SWAT UK Block 2, Angel Square, London, EC1V 1NY (UK)
Tel: 0845 330 2772 Fax: 0845 450 0545
Email: info@pass.co.uk
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