Every business relies on the first line contact by telephone – customers often judge an organisation by the way they are dealt with – a friendly and helpful voice is usually a good sign of customer service.
This one day course (which can be split into two half day sessions) is for staff who answer the telephone. Employees could be working in a reception area, general office, stores or a warehouse facility - this course suits a wide range of occupations.
Importance of the telephone in business - Communication – how it affects us all
Correct telephone language - Qualities of a good telephone user
General telephone techniques - Handling difficult callers - Taking messages
A variety of activites in small groups enables candidates to understand communication, how they sound to others, use the correct language and make the customer feel wanted.
The course is delivered in the classroom and is interactive with handouts, group sessions and activities.