Professional Call Handling

Course title

Professional Call Handling

Overview

A vital foundation course for contact centre and call centre agents.

Objectives

Define best practice in telephone call handling

Structure and effectively control a customer service interaction

Use techniques for establishing effective rapport with customers

Use a range of voice techniques to give a buoyant and professional impression

Glean information from customers using structured questioning techniques

Use techniques for dealing empathetically with customers

Content

Communication and telephone skills

Telephone interaction – perils & pitfalls

Defining superior call-handling

The four key voice dynamics

The art of rapport building

Successful questioning and listening

Opening and closing the call

Controlling the interaction

Responding to the customer’s emotions

Managing customer expectations

Delivery

In-company programme (typical group size: 8-12 attendees)

Duration

1 day

Fees

Subject to quotation

Course description

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