Telephone Techniques for Difficult Customers

We have all spoken to someone on the telephone and struggled to manage the situation and the customer’s demands professionally. This highly interactive and practical course looks at the skills and techniques that will help staff manage these telephone calls confidently and effectively.


Who should attend?
 
This course is designed for all Customer facing staff who use the telephone as part of their job role. Useful to new members of staff or experienced staff as a refresher.


Course Outline

* What is a Difficult Call?

* What goes Wrong?

* Triggers & Warning Signs

* Creating the Right Impression in 11 seconds

* Active Listening & Empathy

* Taking Control

* Techniques for Managing ‘Difficult Phone Calls’

* Practical (Full day course only)


Course Duration

Half or One Day


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