Management >> Marketing Sales
Calls Handling Skills
MS115
Location
Duration
Date
Fee inclusive of VAT
Course Overview
Our Call Handling Skills Training develops the soft skills required to manage both the call and the caller, while representing your brand in the way that you want it to be represented.
Course Objective
- why it’s so important to handle calls well
- how the telephone affects communication
- building rapport quickly and easily
- how to control a call
- call structure and language
- helping the caller in one call
- delivering great customer service each call every call
- making the most of the opportunity with the customer
- managing the stress of busy times
Who Should Attend?
Anyone who is involved with speaking to customers (internal or external ) over the telephone.
Course Outline
- Dealing with angry customers
- Complaint handling
- Sales through service
- Dealing with bereaved callers
Training Methodology
- Presentation & Slides
- Audio Visual Aids
- Interactive Discussion
- Participatory Exercise
- Action Learning
- Class Activities
- Case Studies
- Workshops
- Simulation
Terms & Conditions
ACTrain reserves the right to alter the Course Schedule without Prior Notification, Fees Quoted are Subject to Terms & Conditions Outlined in ACTrain's Registration Policy
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