Often being the first point of contact, the telephone is seriously under-rated as a factor in creating that vital first impression.

How customers experience the quality of your service is strongly dependent on the first telephone contact with your organization. Profitable elationships can be built or strengthened by handling calls in a professional way.

Our aim is to educate businesses and employees to interact professionally with their respective customers, offering customer service and utilising the telephone as a window of opportunity. The participants will learn the basics of customer service and how to project a professional telephone image.

This course will provide you with the skills you need to handle phone calls professionally every time. You will also learn strategies for effective listening, questioning, dealing with difficult callers , the power of your voice, giving bad news and how to prepare better for different types of phone calls.

Following skills will be trained in this interactive workshop:

• The importance of proper telephone etiquette
• Mirroring the choice of words: tone, volume, rhythm, silences
• Being alert for the signals at the other end of the line
• Identifying the needs of the caller
• Being precise and clear in wording
• Active listening and showing empathy
• Bring negative news using the sandwich technique
• Repeat and summarize the message
• How to handle dissatisfied customers? Roleplay
• Remain calm and friendly, even if the caller is dissatisfied / angry

	Included in this training: the course book 'Customer Oriented Communication' Download this pdf guide in the e-store

This training will help you: 

• Maximise sales and service opportunities
• Cope effectively with a busy switchboard and heavy call traffic 
• Project a confident and professional image 
• Deal with difficult calls skillfully and create positive results from complaints 
• Offer exceptional service to all your callers. 

	Included in this training: the course book 'Customer Oriented Communication' Download this pdf guide in the e-store

The training is intended for everyone who has frequent telephone contact with internal and external customers, such as commercial office staff, sales support, employees of the customer service department, receptionists, telephonists, secretaries, customer service representatives.