Customer Care for Telephone Support Staff

Product Code: NEXTELCARE Overview This practical course provides students with the essential techniques they need to communicate successfully over the telephone. It will enable students to tune in to their callers' requirements and respond efficiently and effectively to their needs. The course will also equip students with strategies for dealing with telephone complaints, using them instead as an opportunity to build customer loyalty. These skills are invaluable in promoting customer care and projecting a professional and dynamic image over the telephone. Objectives At the end of the course, students will be able to: Employ Effective Communication Manage Your Own Communication Receive Call Effectively Handle Complaints Be an Effective Caller Build Rapport Plan The Way Forward Audience This course is designed for students who want the opportunity to practise these skills in a 'safe' environment, and build their confidence so that they feel comfortable applying these techniques to a wide range of everyday business situations. Prerequisites Delegates must have knowledge of a previous version of Microsoft Office, as well as be comfortable with the Windows environment.

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MCSE From Scratch, Business Strategies, MCSD From Scratch, HR Development, Sales & Marketing Training, Management Training, Essential Communication Skills, Microsoft .NET, Office 2007, Microsoft Security, SharePoint Server, Small Business Server 2003, SQL Server 2005, SQL Server 2008, Windows NT4 Server, Windows Server 2003, View More Learning & Development...