Overview
Great customer service is vital within a business and perfecting your phone communication skills is one of the best ways to give a great first impression.
How an organisation handles phone calls can have a direct impact in their success, therefore, it is essential to have good call handling skills.
Since telephone contact is often the first means of communicating with your customers, this experience must create an outstanding first impression. Over time, many of your clients or business connections may predominantly experience your company over the phone. Because of this, it’s important that everyone who may answer the phone knows the correct rules and protocols to represent your business in the best way.
Communication and conflict management skills can also help you to retain business and reduce the number of matters which may escalate to management.
Communication skills are crucial for people at all levels making and answering calls for their organisation. Understanding your customer’s needs, having an awareness of different personalities and how to handle conflict situations are all essential when ensuring the best customer experience.
Participants of our 1-day training course will gain a wealth of knowledge in how to communicate effectively in all situations.
Course content
Introduction
- What is excellent customer care and why do we need it?
- Who are our customers?
- What’s in it for you?
- Understanding ownership of calls
Projecting a Professional and Competent Image
- The basics for inbound and outbound calls – it’s simple
- Communicate effectively in all situations
- Verbal communication and excellent customer service
- What – no non-verbal communication?
Understanding Different Personalities
- What is your personal style? – a self-assessment
- Recognising other’s styles over the phone
- Communicating with other styles
Understanding Customer Needs
- Effective listening for customer satisfaction
- Questioning techniques and probing
- Summarising the conversation
Handling Complaints
- We need complaints!
- Ownership of complaints and problems
- Working with your customers, not against them
- Simple methods of dealing with complaints
Tough Customers
- What is conflict and how to handle it when it arises
- Staying cool under pressure – dealing with your own emotions
- Dealing with others’ emotions
- Seeking a win:win resolution
If you would like to book onto call handling training course or find out more information please fill out our contact form or call us on 01454 203 355.
Lead Consultants
Jacqui Turner
Jacqui Turner is an award-winning Leadership Trainer/Coach, who has enjoyed a very successful career in Training and Management roles across Financial Services, Retail and Utility sectors. Achievements have included ‘Welsh Contact Centre Trainer of the Year 2014’ and a finalist in the National Contact Centre awards for the most effective... Continued
Sally Strong
Engaging, approachable, action and results-oriented soft skills trainer and performance coach. Consistently provides practical solutions to individuals and organisations for increased productivity and improved job satisfaction. By utilising outstanding inter-personal and communication skills can build rapid rapport. Sally integrates business experience, coaching skills and psychological methodology to deliver the ultimate... Continued
Sarah Elliott
Sarah Elliott has been working in the Training Industry for over 20 years. She brings an infectious enthusiasm for both account-managing clients and hands-on delivery of specific Microsoft Office Training courses. Sarah’s background in IT helps enormously, as she is able to advise clients of the best route to take... Continued
Sophie Edmond (National)
Sophie has over 13 years’ experience as a people development specialist gained with blue chip companies such as Volkswagen Group, Centrica Energy, Three and Virgin Media. Associate clients include an international entertainment organisation, a UK based retailer and an international FMCG business. As a trainer and facilitator, she is experienced... Continued
Louise Hemming
Louise is a highly motivated, business focused, HR & Development professional. She is a leadership coach and team facilitator. Louise has experience in designing and deploying talent & learning development programmes, organisational development, talent succession, strategic planning, acquisition integration, project management and external consultant liaison. Her key skills include networking... Continued
Jilly Curteis
Jilly is a fully qualified consultant and has worked within the training environment since the early seventies. Working with organisations in both the public and private sectors she has developed and delivered a wide range of courses in management skills and personal development. She believes very strongly in running highly... Continued
Nina Goldsworthy-Griffiths
Nina specialises in creating purposeful learning solutions for organisational and people change, for business growth and customer engagement. Nina draws on 20 years’ experience in a broad range of diverse business sectors such as Loss Adjusting, Construction, Manufacturing, Rail, Road, Water, Energy, Local Authorities, Hospitality and Retail. An experienced leadership... Continued
Caroline (National)
An experienced, professional and adaptable IT Trainer and Consultant with a proven track record of delivering solutions to high-profile clients in various market sectors in all the various Office suite of products. Proficient training consultant with over 25 years of training and technical authoring experience in the IT industry. Feedback... Continued
Leanne Flower
Leanne has a breadth of experience in sectors including automotive, engineering, banking, and the pharmaceutical industry. She specialises in training and coaching leaders, managers and developing executives from both public and private sectors, working at all levels including Board Directors. Leanne holds a BA Hons in Business Studies, a post-graduate... Continued
Roger Matthew
Roger has delivered training and supported employees on all aspects of Microsoft Office for the last 25 years. He can adapt all his courses to suit small and large size organisations (1:1 through to groups of 12). The level of all his courses that he runs range from Introduction to... Continued
Kam Patel
Kam is an IT professional with skills developed through broad experience spanning 15 years. He has the ability to work both autonomously and as part of a team. Kam is highly numerate and with good oral and written communication skills is our Excel guru and expert. He excels in analytical,... Continued
John Pascall
John delivering hands-on training in MS Office applications (including VBA and SQL and Access, Excel, Word, Outlook, PowerPoint, Project all to Expert level), also consultancy/development/ problem-solving in MS Access and Excel. John has a huge amount of experience in developing Access databases from scratch, as well as upgrading existing databases... Continued
Simon Lambourne
Simon specialises in teaching Microsoft Office (Word, Excel, PowerPoint, Outlook, Access and OneNote) products using all versions up to and including Office 2016 and Office 365. An expert in OneDrive for Business, Yammer, Delve, Sway and Skype for Business. Experience in dealing with many different abilities and have travelled across... Continued
Gary (London and South East)
Gary is a first class trainer with 15 years’ experience in training and consultancy. He has an innovative approach to training that not only changes his delegates’ performance in the workplace, but has helped many develop techniques that can go beyond business to create change in other areas of their... Continued
Sara (South West)
Sara is a people development specialist and a real asset to Elliott Training. Her development career has been established within leading companies including British Airways, the Woolwich Building Society, Compaq Computers and Zurich Financial Services. She has held a variety of training roles from International Sales Trainer to Head of... Continued
John (Scotland and North)
John is an accomplished management & leadership development trainer. During his career, John has worked at senior levels with many major, multi-national organisations and has built an excellent reputation for delivering powerful results through his interventions. During the last 25 years, John has worked at senior levels within many major,... Continued
Duncan (SharePoint Specialist, Nationally)
Duncan qualified in 1987 as a civil engineer, and in 1994 as a project manager. He spent 9 years in the construction industry in various parts of Africa working on projects ranging from high rise buildings to bridges. He worked for Grinaker Construction – an international construction company – and... Continued
Peter (London, South East)
Peter has been in the IT industry since the early ‘70s and the days of mainframes. He found his niche in the training world after several years’ experience as a programmer, analyst and support technician. Since then, his career has remained within the teaching and support environment with periods of... Continued
Sandy (London, South East)
Sandy is an experienced trainer with many years of training starting in 1990. She ran her own business in South Africa for 6 years working in many different areas, from Corporate Companies to Colleges helping learners to develop their skills from introduction levels to advanced levels in IT. Sandy has... Continued
Sara (North)
A versatile and highly experienced training professional holding a wide range of qualifications from a Teaching PGCE to IT qualifications to include the Institute of IT Training’s e-Tutor Certificate and being a Microsoft MOUS Master Instructor. Additionally, Sarah has the ability to speak German fluently and French to a working... Continued
Nicola (Midlands)
Nicola works as a trainer specialising within the Microsoft Office environment training groups ranging from one to ten delegates. She trains using a comfortable, easy to understand and informative style. Nicola has a very personal and friendly approach adapting to all various types of queries. She is very professional and... Continued
Greg (South West)
An experienced trainer of 12 years, Greg specialises in IT Training skills for frontline team members utilising a wide range of industry experience coupled with an imaginative approach. His successful track record is testament to Greg’s ability as a positive people motivator, who encourages and supports development and performance in... Continued
