DYNAMIC TELEPHONE SKILLS

A hands-on, comprehensive telephone workshop covering Telephone and Customer
Care Techniques.
Training objectives -
 Appreciate the importance of understanding the organisational requirements in
the context of Customer Care
 Understand the importance of having a good attitude in delivering good customer
service
 Identify barriers to providing high quality service
 Demonstrate the correct way to greet, transfer and hold calls
 Understand and identify different behavioural styles and adapt as necessary
 Develop Telephone Etiquette
 Understand Difficult Customers
 Avoid taking complaints personally
 Develop methods to delight customers
 Develop Communication Strategies
 Improve Voice Techniques
 Become better at understanding the process of Company Image, and Customer
Behaviour
 Improve Sales
 Develop an action plan to improve customer service and telephone skills.
Format:
An inter-active one day workshop with strong emphasis on telephone etiquette,
customer care principles and professionalism in the workplace.

We work across all levels of an organisation – supporting the youth who are trying desperately to get into employment, individuals who need training to help them perform better in their current jobs, equipping them with better skills so that they can be promoted and one-on-one or team-based coaching to help people realise their full potential. When unlocking the power of people inside organisations, the team, department or entire organisation often needs realignment. We have extensive practical experience in organisational development, change management and values and culture embedding to maximise employee engagement, helping organisations to create the right culture to unlock the power of people.