Duration
½ day
Intended for
This is a basic course for anyone who deals with customers over the phone.
Contents
Effective telephone skills, building rapport, getting the facts, discussing solutions and taking action
Objectives
At the end of the course participants will be able to:
- Understand how customers should be treated when they call
- Know how to build rapport
- Be able to use questioning and listening skills to get the facts
- Have practiced discussing solutions
- Have agreed actions that they are going to take
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