A 1.5 Days Workshop on how to manage telephone calls effectively and tactfully in order to reflect good image of the Staff and the company as a whole. A set of Telephone Techniques is included in the workshop for staff to develop the routines in handling their customer’s calls. This workshop also covers managing challenging Callers, understanding where they are coming from and addressing the issues professionally if at all possible avoiding management intervention.

Attendees will benefit and learn to:

• Instill Service Quality, expectations and Implement Service Strategy
• Sharpen your communication skills over the telephone
• Delight both internal and external customers by providing quality service in meeting and exceeding callers’ expectation – YOU “the voice & image of your organization”
• To be confident and feel success of oneself in projecting long lasting good image of self and organization
• To understand the importance of consistently in maintaining Customer Relationship Management System for business continuity. Your roles, your contribution and making a difference.
• Embed effective Service Delivery in every customer call and defusing anger effectively

Mode of Training:

• Visual Presentation
• Discussion
• Practice Activities with feedback sessions

Primarily for : For Call Centre and Front line Staff
Prerequisite : Pre and Post Course work required
Duration of course : 1.5 days
Attendance : 16 to 20 people

# for further interest in the course coverage, do email us your request