Who Should Attend?

All staff who directly, or indirectly, communicate with internal and external customers, and who need to improve and develop their telephone answering techniques.

About the Programme

This is a course specially designed for people who spend at least 50% of their time on the phone with customers. Poor telephone handling can be very expensive for your company, both in lost image and lost money. Millions of dollars are lost in the Gulf every year because of poor handling of customers by staff on the telephone. In one example, we tell a real life story of how a company lost over 5 million dirhams because of poor telephone skills by a member of staff who did not know how to deal with a customer! Customers who are well handled will call again and bring you more business. Bad telephone technique, and poor customer care, will lose you customers. It costs you eight times as much to find a new customer, compared to keeping an existing one. This course is essential if your staff have not been trained in effective telephone skills. It teaches the correct methods of proper telephone handling in an enjoyable and highly participative programme.

Course Objectives

• Delegates will learn the key skills of good telephone manners and how to handle different types of calls
• They will be able to identify correct and incorrect telephone standards
• They will be shown how to handle a complaint professionally
• They will understand how each individual using the telephone contributes to the company's overall image
• The special techniques necessary to be effective on the telephone will be demonstrated and practised

What You Will Gain

• Increased confidence in dealing with all types of callers
• The ability to consistently create a good impression for yourself and your company
• You will learn the techniques to allow you to deal professionally with answering calls, transferring calls, putting people on hold, dealing with enquiries, and handling complaints

Programme Contents

• Quality Service
  > Who Is The Customer?
  > Delivering Quality Service
  > Superior Customer Service
• Communication
  > How Do We Communicate?
  > Body Language
  > Communicating With Our Customers - The Golden Rule
  > Listening Skills
• Creating A Positive First Impression
• Telephone Etiquette
  > Communicating By Telephone
  > Professional Telephone Handling
  > What Annoys You On The Telephone?
  > How Does A Company Improve Its Telephone Technique?
  > Answering Incoming Calls
  > Outgoing Calls
• Handling Difficult Callers
• Why Do People Complain?
• Dealing With Complaints In A Professional Manner

1 Day - Non-Residential

Delegate spaces available on the following course dates: