Course Code: CUSTSKIL
Duration: Half Day
You never get a second chance to make a first impression!
Your first ever contact with a customer will probably be over the phone. They will be forming an opinion of you from that moment - and that first impression can either have them keen to learn more about your products or services - or have them going elsewhere. Taking a professional approach to customer service on the telephone is therefore essential for retaining and developing business.
This short programme is for you if your role involves telephone communication with customers, whether they are internal (colleagues and staff) or external (clients and the general public). You will learn to develop your telephone skills so that the image you portray reflects the professionalism of your organisation.
On completion of this course delegates will be able to:
Introduction and Objectives
Managing Customer Expectations
Effective Communication on the Telephone
Planning Telephone Calls
Handling Difficult Situations
Review of Programme
Virtual - £845 for up to 8 delegates
Onsite - £975 for up to 10 delegates
Public Schedule Courses - N/A
Onsite prices are for courses in London. For other locations, trainer expenses will apply.
All prices displayed are exclusive of VAT.
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