Introduction
Equip your staff with effective telephone handling skills!

This training programme will enable your staff to understand the importance of managing customer interface over the telephone. They will acquire a confident mindset to handle phone transactions and the know-how to use the right choice of words to handle phone transactions effectively and to diffuse difficult phone situations. Participants will gain the skills and techniques to project a polite and professional image and listen empathetically to meet customers’ needs and/or expectations.

Course Objectives

• Transform your staff into a proactive and resourceful team that is customer-focused and thinks Win-Win
• Reduce customer complaints with better telephone skills as well as better customer-relations and stronger customer-satisfaction
• Be equipped with tools to handle difficult customers and/or situations, thereby diffusing angry or emotionally upset customers
• Learn to listen effectively and empathetically to gain a complete and accurate picture of customer needs

Who will benefit
Call centre staff, receptionists, customer service officers and anyone who needs to handle communications over the telephone.