Management >> Marketing Sales

Calls Handling Skills

MS115

Location

Duration

Date

Fee inclusive of VAT

Course Overview

Our Call Handling Skills Training develops the soft skills required to manage both the call and the caller, while representing your brand in the way that you want it to be represented.

Course Objective

  • why it’s so important to handle calls well
  • how the telephone affects communication
  • building rapport quickly and easily
  • how to control a call
  • call structure and language
  • helping the caller in one call
  • delivering great customer service each call every call
  • making the most of the opportunity with the customer
  • managing the stress of busy times

Who Should Attend?

Anyone who is involved with speaking to customers (internal or external ) over the telephone.

Course Outline

  • Dealing with angry customers
  • Complaint handling
  • Sales through service
  • Dealing with bereaved callers

Training Methodology

  • Presentation & Slides
  • Audio Visual Aids
  • Interactive Discussion
  • Participatory Exercise
  • Action Learning
  • Class Activities
  • Case Studies
  • Workshops
  • Simulation

Terms & Conditions

ACTrain reserves the right to alter the Course Schedule without Prior Notification, Fees Quoted are Subject to Terms & Conditions Outlined in ACTrain's Registration Policy

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