Course description
Despite the many ways of contacting companies digitally, telephone support is still the go-to choice for many customers. With easy service, fast resolution and direct contact with a human being a priority for many, it’s no surprise that 62% of customers still prefer to call an organisation. This session explores the specific skills that can make, rather than break, a telephone-based interaction.
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Outcome / Qualification etc.
- Describe what makes a positive difference when communicating with customers over the telephone
- Be conscious of their Vocal Dashboard and ensure that their tone of voice is congruent with their words
- Effectively use space in the conversation to build trust with the customer rather than suffer silences
- Positively position the potential ‘breakers’ of a GREAT telephone customer conversation
Course delivery details
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The In-House Training Company
22 South Burgundy House, The Foresters, High Street
AL5 2FB Harpenden
The In-House Training Company
We offer top-quality in-house training, in a wide range of subjects, at sensible prices. All of our programmes are delivered by independent subject specialists who also have outstanding training skills. We have rigorous standards and only work with the very...
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