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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Calls Handling Skills

MS115