Professional Telephone Skills

This course will enable participants to better understand the hidden messages and language that customers use; to understand how to identify and handle telephone types. It will provide them with questioning techniques and improve their listening skills so that they will be able to turn an inquiry into a sale as well as deal with customer complaints. It will give them a deeper understanding of how to deliver real quality customer service and how to retain customer loyalty.

Duration	Price
1 Day	£ 250

Course Overview

Download course details
PTS.pdf

Course Modules include:

Communication skills
The key elements in effective communication
Effective telephone communication
The barriers to communication
Overcoming the barriers to communication
The four telephone types
How the four types vocalize
The effective telephone user
Controling the call / overcoming fear
Relax!
The angry caller
Understanding your customer

If booking more than one delegate or would like to discuss the course with a member of the Training Team, please contact the Mass Training Centre on 01189 778560