Date: 26th September 2019
Cost: €99 per person
Time: 9.30am to 5.00pm
Venue: Gateway Business Centre, Athy Road, Carlow
During this one day programme participants will learn the definition and importance of consistently providing Customer Service Excellence. Develop their confidence in dealing with any customer care situation successfully and handle challenging situations with ease. Telephone skills are essential for anyone who interacts with others by phone. Our course will develop your core skills so that you can present a professional persona at all times. Telephone skills are the same in every sector, therefore, the techniques you will learn during this course are suitable for participants from any industry.
To Book Your Place, call Jacqueline on 059 9132152
or email: firstname.lastname@example.org
Develop a Professional Telephone Manner
The primary objective of this workshop is to help you create a strong set of telephone skills that enable you to interact with every customer in a way that leaves a positive impression.
Excellent Communication Skills
Communication skills are at the heart of every successful phone interaction. We work on clear communication, listening skills, questioning and verifying information.
An Ability to Handle Difficult Situations
Even the best customer care representatives encounter difficult conversations. The skills you learn here will ensure you are ready to handle any challenging conversation professionally.
Creating a Professional Image
- Understanding your role as first point of contact
- Delivering a positive first impression
- Setting the tone for your call
- Presenting a professional, yet personable image
Communicating with Customers
- Communicating clearly
- Asking the right questions
- The importance of listening skills
- Verifying information
- Maintaining control of each call
- Taking a pro-active approach
- How to turn difficult conversations into opportunities
- Achieving a positive outcome