• 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

Anyone who is involved with speaking to customers (internal or external ) over the telephone.

• Dealing with angry customers
• Complaint handling
• Sales through service
• Dealing with bereaved callers

• Presentation & Slides
• Audio Visual Aids
• Interactive Discussion
• Participatory Exercise
• Action Learning
• Class Activities
• Case Studies
• Workshops
• Simulation