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BUSINESS SKILLS SHORT COURSES

Telephone Courtesy and Customer Service

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Course Overview Duration Who Should Attend Prerequisites Course Content The Secret To Success
Course Overview
Course Overview

We all depend on phones every day, and we each have different phone communication styles. But few people realize how essential proper telephone techniques are to business. The fact is telephone skills are critical to quality customer service. Through this self-paced book, you will learn how to represent your company and satisfy the needs of customers through effective telephone usage.

Duration
Duration

6 Hours. Training times can be arranged according to your date and times requirements, delivered virtually or on-site at your premises.

Who Should Attend
Who Should Attend

The course is recommended for candidates who wish to learn and/or improve their telephone etiquette skills.

Prerequisites
Prerequisites

This course is designed for the student who has little or no experience.

Course Content
Course Content

Section 1: Quality Customer Service

  • Quality Customer Service
  • Customer Service Is Everyone's Responsibility
  • Providing Added Service
  • Part Summary

Section 2: Basic Telephone Skills

  • Skill 1: Handling the Telephone
  • Skill 2: Answering the Telephone
  • Skill 3: Mastering Voice Inflection
  • Skill 4: Using Your Best Voice
  • Skill 5: Addressing the Caller
  • Skill 6: Making the Outbound Call
  • Skill 7: Practicing Effective Listening
  • Skill 8: Managing Telephone Messages
  • Skill 9: Closing the Conversation
  • Part Summary

Section 3: Professional Telephone Skills

  • Skill 1: Asking Questions
  • Skill 2: Learning to Negotiate
  • Skill 3: Making the Service Follow-Up Call
  • Skill 4: Delivering Bad News
  • Skill 5: Avoiding Statements That Give the Wrong Impression
  • Skill 6: Managing Technology
  • Part Summary

Section 4: Understanding Customers

  • Manage Various Customer Behavior Styles
  • The Assertive Customer Wants Results
  • The Angry Customer Wants Action
  • The Amiable Customer Wants to Work Together
  • The Expressive Customer Wants to Be Engaged
  • The Analytical / Detail-Oriented Customer Wants Accuracy\
  • Into Action: A Three-Step Plan
  • What about Your Behavioral Style?
  • Part Summary

Section 5: What Customers Want and the Role of Attitude

  • Take Time to Understand
  • Interpreting Customer Needs
  • Positive Attitude Is a CHOICE!
  • Attitude Is Your Key to Success
  • Your Personal Action Plan for a More Positive Attitude
  • Part Summary
The Secret To Success
The Secret to Success

Short courses are an easy and effective way to upskill your people. This enables them to apply their new knowledge in your workplace immediately.

Knowing the learning and development needs
Choosing the right content and level
Matching a trainer to your company culture
Obtaining feedback at relevant intervals
Register Now
Short Courses

Business Skills

Developing Positive Assertiveness

CBP - Business Etiquette

CBP - Conflict Management

CBP - Dynamic Decision Making

Emotional Intelligence

Interpersonal Skills

Time Management

Telephone Courtesy and Customer Services

Communications

Business Communication

Business Writing Skills

English Grammar for Business

Presentation Skills

Leadership

CBP - Leadership

CBP - Leading Through Change

Management

CBP – Business Management

CBP – Motivating Employees To Be Their Best

CBP – Secrets to Management Success

Performance Management

Finance for Non-financial Managers

Managing your Teams in a Remote or Virtual Environment

Microsoft Office

Word 2016 - Beginner

Word 2016 - Intermediate

Word 2016 - Advanced

Excel 2016 - Beginner

Excel 2016 - Intermediate

Excel 2016 - Advanced

PowerPoint 2016 - Beginner

PowerPoint 2016 - Intermediate

Outlook 2016 - Beginner

Outlook 2016 - Intermediate

Access 2016 - Beginner

Access 2016 - Intermediate

Access 2016 - Advanced

Publisher 2016

Visio 2016 - Beginner

Visio 2016 - Intermediate

Project 2016 - Beginner

Project 2016 - Intermediate

Project Management

CBP - Project Management

Project Management Fundamentals

Project 2016 - Beginner

Project 2016 - Intermediate

Sales and Marketing

Customer Service

Negotiation skills

Sales

SHORT COURSE BENEFITS

Short Course benefits

OTHER BUSINESS SKILLS COURSES

Dynamic Decision Making

Emotional Intelligence

Interpersonal Skills

Time Management

About Us

iLearn is a national learning solutions company that works together with forward-thinking companies to grow their people and their business. We specialise in digital and accredited learning programmes that create continuous and purposeful learning environments within organisations.

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