AP024 Essential Customer Service on the Telephone

Who should attend

Junior staff moving into a customer service role
Administrative staff taking on client-facing roles
Business owners/section heads seeking to understand customers service principles
Companies looking to standardise customer-facing staff approaches

What they will learn

Fundamental call handling skills
Active listening
Handling difficult customers
Response to aggression and insults
The need for performance measurement: “how am I doing”
Voice qualities
Recording essential information
Empathy/Sympathy issues
Building rapport with callers
Customer meta-types
Self-motivation
5-step complaints handling
Maintaining composure
Saying “no” constructively

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