They've been around since 1876. They're on every wall, desk and pocket in your life now. It's easy to take the phone for granted. But with the millions companies spend to reach people on TV, radio, the internet and direct mail, it only takes one bad moment through the phone to lose a customer forever. Learn how to use the telephone properly and professionally and create telephone moments of magic for your customers with this course
Instructor led, group-paced, classroom-delivery learning model with structured... more details
Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.
Target Students
This course is intended for customer service representatives... more details
This course is intended for customer service representatives and any client-facing employee who deal customers.
Prerequisites
There are no prerequisites for this course.
There are no prerequisites for this course.
Course Objectives
Upon successful completion of this course, students will... more details
Upon successful completion of this course, students will be able to:
Keep a positive attitude
Answer the telephone brilliantly
Ask questions and listen effectively
Handle customer moments of truth
Add value
Course Content
Lesson 1: Keeping a Positive Attitude
Topic 1A: Why... more details
Lesson 1: Keeping a Positive Attitude
Topic 1A: Why Keeping a Positive Attitude Is Important Topic 1B: My Successes and Achievements Topic 1C: I Like Myself! Topic 1D: Positive Self-Direction Topic 1E: Summary
Lesson 2: Answering the Telephone Brilliantly
Topic 2A: Preparing to Answer the Telephone Topic 2B: Phone Answering Skills Topic 2C: Summary
Lesson 3: Asking Questions and Listening Effectively
Topic 3A: What Customers Want When they Call Topic 3B: Ask Questions Topic 3C: Listen Topic 3D: Take Action Topic 3E: Summary
Lesson 4: Handling Customer Moments of Truth
Topic 4A: Customer Focus Topic 4B: Moments of Truth Topic 4C: Summary
Lesson 5: Adding Value
Topic 5A: Five Strategies for Adding Value Topic 5B: Communicate Positively with Others Topic 5C: Show the Customer Appreciation Topic 5D: Follow Up and Follow Through Topic 5E: Go the Extra Mile Topic 5F: Create Internal Teamwork
Locations
Infero Training Ltd is based in the Lace... more details
Infero Training Ltd is based in the Lace Market in Nottingham. Training courses take place at the following locations including Nottingham, London, Loughborough, Mansfield, Chesterfield, Burton-on-Trent, Lincoln, Leicester, Sheffield, Stoke-on-Trent, Tamworth, Wolverhampton, Walsall, Birmingham, Solihul, Coventry, Nuneaton, Peterborough, Grantham.
What you get
Professional Trainer
Comfortable Premises, equipped with all the technology you need
Comprehensive Course Materials (optional)
12 Months Post Course Support
Refreshments, available throughout the day More on Why Train With Us
