Telephone Skills for Service Excellence
Soft Skills Training
Telephone Skills for Service Excellence
Programme Goal
This programme will provide you with the necessary techniques and skills in telephone communication to enhance delivery of Service Excellence to our customers.
Programme Overview
This programme is designed to provide you skills to:
- Identify how your role critically impacts on the image of our organization and the customer experience we provide
- Identify the key components of the telephone communication process and the different stages of a telephone call
- Develop effective communication skills by improving speech patterns and voice quality
- Apply effective listening and questioning skills whilst using the telephone
- Apply the practical telephone techniques when handling common and challenging telephone situations
Target Audience
Anyone working in an contact centre or providing service to the customers
Delivery Method
Instructor led training programme
Duration
2 days