Call Handling Skills Training
Training Courses > Call Handling Skills Training
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Call Handling skills training improves your customer experience, cash flow, sales figures and minimises invoice queries, complaints, call waiting times and customer frustrations |
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Suitable for
Anyone who is involved with speaking to customers (internal or external ) over the telephone.
New or experienced people.
We recently had someone who had been with an organisation for 31 years sitting next to someone who had been with the organisation for 12 days, and both rated the course highly.
That's because we focus on the individual and help them to identify, develop and adapt their existing skills and practices so that they can deal professionally and confidently with a wider range of customers and their needs.
We will work with you to include the most useful content for your market place and your peoples' current skill levels, which we get to know during our factfind.
- purpose of the training and individual learning objectives
- the importance of good call handling
- how the telephone affects communication
- building rapport quickly and easily
- how to control a call
- the key communication skills to manage a call effectively
- the importance of call structure to you and the caller
- using the right language to create and leave the right impression
We can include the following modules into our call handling skills training
This course focuses on making the most of the inbound call, we also deliver outbound skills training.
Our Training is participative, relevant and fun. Making sure people gain useful insights into their own call handling, and our approach helps them to put their learning into practice.
We use telephone coaching equipment to help develop skills in practice and live calls. This means that participants will get the opportunity to record, review and learn from their own telephone conversations.
Great call handling skills are good for your people, they develop a confidence when dealing with customers, and that's good for business.
Call Centre Resource Centre
Request our whitepaper on the practices and approaches which improve call quality and improves customer experience, essential reading for any call centre manager or call quality coach.
For those of you making outcound calls, this five part report delivered straight to your inbox once a week, helps explore getting through to decision makers to preserve the right mindset when making outbound calls.
The key skills required to help customers by telephone
View our published articles on Customer Retention in Call Centre Publications
Our paper in helping you deal with angry customers over the telephone
Why do organisations lose customers?
The importance of customer service to organisation and their customers
Start your calls with a positive and powerful beginning rather than "what's your account number?"
To help manage calls and ensure accuracy of spelling and postcodes... even the French version is here for you to use.
Why Us?
Find out more about our approach to training
Our clients and why they use us
Talk to us now for the most suitable training to meet your training and business needs. Let us help you achieve your outcomes - call now on 0845 450 0988
