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Customer Care over theTelephone - online (Microsoft Teams)

Course Code
Course Types
A half-day online outline programme on telephone skills training, which will focus on dealing with angry and challenging customers.
Start Date
Wednesday 14 September 2022
End Date
Wednesday 14 September 2022
09:00 - 12:00
Number of Sessions
Learning outcomes
By the end of session you will know more about:-

  • Telephone Conversations: What do you lose and what do you gain?

  • The Timeline of a Query: Keeping control from start to finish

  • Challenging Calls: Handling abusive, hostile and emotional callers

  • Finding the Truth: Asking the right questions and getting the answers without visual cues

  • Communication over the Phone: Techniques for interacting with the customer and understanding how they might interpret you

  • Communication and Understanding: Building relationships and trust over the phone

  • Never say No: What to do when customer can’t have what they want

Additional information
Target Audience
Brighton & Hove City Council Staff
target audience
Course pre-requisites
Microsoft Teams, online learning session
Event Trainers
Yellow Day
Pricing Bands
Tier 1
Tier 2
Tier 3
Tier 4
Tier 5