AP014 Telephone Skills For Receptionists And Operators

Who should attend

Customer service staff new to telephone-based work
Experienced operators and receptionist interesting in latest techniques
Junior staff looking to broaden their skills
Staff new to manning reception desks
Security staff with receptionist duties
Management wishing to understand receptionist/operator skills
Companies looking to standardise customer-facing staff approaches

What they will learn

Importance and types of greeting
Establishing rapport: use of language, tone of voice
Information-handling: asking the right questions, taking notes
Handling calls on park or hold/juggling callers
What to do and not to do in busy periods/quiet periods
Motivation
Handling difficult callers
Taking control of the call
Coping with stress

To find out the price of this course or to get more details telephone 0870 710 2233 or contact us here