Even as more businesses move into the digital world, telephone interaction remains an integral part of the customer experience. For some, a phone call may be the only interaction a customer has with a company or organisation.
However short a call may be, it leaves an impression. Every business hopes its staff are professional and efficient on the phone, but not everyone has a natural telephone manner or the skills to react quickly as a call develops.
This course equips staff who use the telephone as part of their job with the skills to handle calls positively and efficiently, creating a lasting impression and an excellent customer experience. It is suitable for anyone who wants to strengthen their customer relationships.
What’s covered in the course?
- How to project a professional and courteous persona over the telephone
- Understanding and using professional telephone etiquette naturally
- How to form and retain a positive first impression with different types of customers
- How to sound professional, confident and in control on the telephone
- Handling key phrases that come up during business phone calls
- Improving the clarity of your communication while speaking on the telephone
- Building and enhancing listening skills
- Effectively handling difficult or angry customers
- Recognising issues over the telephone and negotiating and resolving them effectively
- Handling telephone rage, abuse and threats
- Tools to ease the anxiety and stress that can arise during a business phone call
This course is also available as in-house training — contact our team to find out more. It comprises 5 modules and around 7 hours of learning, and forms part of our Administration & HR courses and our CPD courses collection.
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