Customer Service on The Telephone
Learning at home
Summary
- Tutor is available to students
Overview
The aims of this course are to enable people who use the telephone in business situations to improve their skills and deliver better customer care through telephone contact.
At the end of this course delegates will be able to:-
improve customer self esteem
describe and use techniques for good telephone communication
employ good practice in complaint handling and problem solving
handle criticism constructively and control anger
promote improved customer relations
Description
Module 1 - Introduction
Module 2 - Telephones - problems and opportunities
Module 3 - Communicating on the telephone
Module 4 - Telephone skills
Module 5 - Reception Skills
Module 6 - Do's and Don'ts on the telephone
Module 7 - Handling problems and objections
Module 8 - Controlling anger
Module 9 - Dealing with criticism
Module 10 - Handling complaints
Questions and answers
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Legal information
This course is advertised on reed.co.uk by the Course Provider, whose terms and conditions apply. Purchases are made directly from the Course Provider, and as such, content and materials are supplied by the Course Provider directly. Reed is acting as agent and not reseller in relation to this course. Reed's only responsibility is to facilitate your payment for the course. It is your responsibility to review and agree to the Course Provider's terms and conditions and satisfy yourself as to the suitability of the course you intend to purchase. Reed will not have any responsibility for the content of the course and/or associated materials.