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Building rapport and satisfying a caller's needs

Customer Service Telephone Techniques Training

A half day course to help develop the skills and techniques to handle all types of telephone calls

"As a result of this training I'll definitely be more confident and calm, especially when dealing with difficult calls."

Introduction
This course covers professional telephone techniques and call handling etiquette.

Objectives
At the end of the course you will be able to:

Answer and make telephone calls in a professional manner
Gather and record information
Build rapport and satisfy the caller's needs
Deal with difficult callers

Content
The sessions are as follows:

Answering Calls
Making Calls
Effective Communication
Leaving a Voicemail Message
Gathering and Recording Information
Building Rapport and Satisfying the Caller's Needs
Dealing with Difficult Callers

Duration
Half day or Full day

Certification
GBT Certificate of Attendance

Location
Delivered at your premises (delivery facilities can be provided at an additional cost)

Cost
from £350 per group

Download the PDF Information Sheet for this course

Contact us

We have 20 years experience in the training industry and deliver our courses throughout the United Kingdom.