Customer Service & Communication
Customer Service principles		Saying 'no' to customers
Telephone tone & manner		Setting realistic expectations
Building customer rapport		Dealing with upset and angry customers
Controlling the call		Problem solving skills
Courtesy & politeness		Working as part of a team
Effective listening		Assertion skills
Asking the right questions		Dealing with customers face-to-face
Language - clarity & precision		Image and professionalism
Empathy & reassurance		Non-verbal communication
Management & Leadership
The Leader's role		Team briefing skills
Leadership styles		Appraisal skills
Motivating team members		Managing conflict within the team
Setting objectives		Managing change
Delegation		Building a service culture
Giving feedback		Monitoring customer service
Dealing with poor performance		Coaching skills
Running effective meetings		Selection, recruitment & interviewing
Team building skills		Creating personal development plans
Telephone Selling
Principles of effective selling		Controlling the call
Prospecting and planning		Communicating benefits
Call preparation		Cross-selling and up-selling
Making the right contact		Handling objections
Opening the call		Closing the call
Effective listening		Record keeping
Establishing needs		Forecasting
Generic Skills
Managing pressure & stress		Speaking in front of others
Managing time & priorities		Dealing with difficult colleagues
Overcoming procrastination		Customer legislation
Positive thinking		Workplace legislation
Effective writing		Health & safety at work
Report writing		Training others
		Managing projects
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