Learning Skills Network


 
Developing Business Talent

                               Creating High Performance Organizations
                                                                                                                                                                                      Tel: +44 (0) 1276 537238
CAREER DEVELOPMENT & COMMUNICATION 
                                                                                                                                            Email: training@learningskillsnetwork.com
Learning Skills Network








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TELEPHONE INTELLIGENCE - CREATING A GREAT IMPRESSION

Course Introduction:

Following group introductions, we will provide an overview of our program and it's objectives. One or more short ice-breakers will be used to initiate group interaction and to get a sense of the group's style. As part of this activity, we also give the participants the opportunity to identify their personal goals so that these can be taken into account within the program.


COURSE FOUNDATION:


Telephone Techniques and Customer Service

Communicating over the Telephone

Listening and Responding

Creating Rapport and Building Relationships

Outbound Calls - Planning and Preparation

Answering Calls Effectively and Efficiently

Identifying the Caller's Requirement

Handling Difficult Callers

Customer Satisfaction

Projecting a Professional Image

Closing the Call

Participants Prepare an Action Plan for the Future


SUGGESTED COURSE DURATION: 1 DAY

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