Confident call handling presents a professional business image and is an essential tool for forming, and maintaining, relationships with customers.
This interactive training course provides delegates with the skills and techniques to confidently answer the telephone, effectively handle customer enquiries and create a positive first impression.
Who Will Benefit? This training course is ideal for customer support staff and individuals who are responsible for answering the telephone and making calls.
Course objectives At the end of this course delegates will:
Know how to create a professional first impression
Confidently build rapport with the customer
Effectively transfer calls and put callers on hold
Learn techniques to successfully handle customers enquiries
Successfully close the call
Introduction to telephone etiquette
Challenges of the telephone
Building personal connections
Understanding vocal pace, pitch, and tone
Understanding body language
The perfect vocabulary
‘Please Hold the line’
Transferring a call
Closing the call
Follow up techniques
Course details This 2-hour interactive course includes activities, role-play and workbooks. Testimonials “I learnt a lot from this training; many ideas, suggestions and improvements. This kind of training is really helpful for business expansion and success” "I feel so much more confident and eager to answer calls. Thank you!" Delegates on previous Telephone Etiquette workshop