Face to Face Communication & Professional Telephone Behaviour

Event Details

Thursday, 18 August, 2016 -
09:30 to 16:00

This course is designed for anyone who deals with customers / clients, either face-to-face or over the telephone.

By the end of the course you should be able to understand body language, understand the need for good communication skills, answer the telephone in a professional way and learn to listen.

Duration: One-day course (9:30am – 4:00pm approximately)

Equipment: No equipment is necessary for you to bring to the course. Pens and note paper will be available.

Lunch provided: For full day training courses a lunch with sandwich or salad, crisps and cake or fruit will be provided. Refreshments will be available throughout the duration of this course.

Course Content
First impressions
Understanding the importance of communication
Body language
Barriers to communication
Methods/techniques used to deal with customer / clients
Telephone tactics ‘The Terrible Ten’ – 10 pet hates
Controlling the call
How to deal with difficult customers and clients (3 strike rule)

Course feedback: “Very good, would come again.”

Course price: From £72.00


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