This interactive workshop provides practical tools for effective telephone handling in a customer service environment.

" The telephone is an essential communication tool for any business seeking new customers. It is equally important in retaining existing customers. One expertly handled enquiry can transform a company's fortunes - a poorly handled enquiry may cost a company a fortune without it ever knowing..."

Who Will Benefit?

• Technical and non-technical professionals who are involved in developing and maintaining business relationships through telephone interactions with customers and suppliers.

• Sales Support staff who have regular contact with existing and new clients.

What will delegates learn?

Delegates will learn how to:

• Evaluate and improve their telephone handling skills

• Use a structured approach when receiving and making business telephone calls

• Project a consistent and professional corporate image of their organisation whilst retaining the Personal Touch

• Recognise and respond positively to different customer styles

• Deal with difficult calls and callers confidently and efficiently

• Operate effectively as a telephone handling team

Training Methods

The workshop combines trainer inputs with group activities, games, audio/video material and informal practice sessions. The emphasis is on practical learning outcomes through fun and involvement.