Course Aims

To understand the important role of the initial and possibly only point of contact between a caller and the organisation., and to ensure the caller is dealt with efficiently and effectively and left with an image of a professional organisation.

The skills participants will develop will be to

Receive calls in a positive and efficient manner

Initiate calls and deal with the subject matter effectively

Develop good listening skills

Ask questions appropriate to the nature of the call to ensure an accurate next step

Enhance customer care when dealing with callers

The course is for

Anyone in the front line of an organisation responsible for giving the first impression of an organisation that a caller will hear.  Receptionists, secretaries, out of hours staff, help desks, customer service and sales desk staff.  This course would benefit anyone who routinely uses the telephone to talk to clients.

Topics covered

What makes a call succeed or fail

Callers expectations

Greeting a customer

Asking questions and recording information

Progressing a call efficiently

Taking messages and returning calls

Dealing with difficult callers or complaints

Action planning

The benefits

The front line staff can be the first, last and only point of contact for a caller, putting them in the position of 'Company Ambassador' and making this a critical factor of your organisation.  How they perform will reflect on the organisation and it is vital what when the caller talks to your organisation they give a successful service, leaving a lasting, positive impression.

Course duration 1 day