1 Day Course

Why?

Effective handling of phone calls can both create and retain customers as well as demonstrating that your organisation is well managed.

This course aims to cover the basics of handling phone calls in any organisation.

 
Course Objectives

At the end of the course your people wll be able to:

• Make an effective telephone handshake
• Decide on appropriate call actions
• Carry out a barrier role if required
• Handle incoming calls, including caller complaints sensitively and professionally

Course Content
  • The Handshake
  • Call actions:
    • Take messages
    • Deal with "not available"
    • Request and give information
    • Hold and Transfer callers
    • "Barrier duty"
  • Handling incoming calls:
    • Abusive callers
    • Upset callers
    • Upward referral
    • Gathering information and reaching agreement


 

Data Projector

Dual screen - Course members only see slides and exercises on screen. Trainer has full course programme available on laptop.
Single or mirror screen - Slides can be maximised from the Trainer's screen for viewing, although this does mean turning the projector on and off.
Features

Exercises: 7 - (Paperless - Detailed on screen - no handouts needed! Optional timer included)
Audio: 24 sound clips

Virtual Flip Chart: 10 "charts" are available. Content is automatically saved and a summary screen is included. You can also add group contributions into any screen. A separate version of this programme is also available.
Details....

Slides: 29 - All accessible from Trainer's screen or via file.

Everything you need for the course runs from the main programme. However, additional items are included:

  • Power Point: Complete slide set available
  • Trainer's Manual: Details complete course including additional notes.
  • Course Certificate: - printable
  • Handout: 1 page (We don't believe that giving people loads of handouts is effective, so it wastes paper! Our policy is to condense all our courses down to one page only.

 

See a course working!
Trainer Capability

Ability to present material clearly and to lead discussions. Experience in Customer Care is essential. The course notes can be used in a flexible way by more experienced trainers, but scripting guidelines are written into the content.

Format
 CD or digital download
Copy permission
You can copy the materials - handouts and exercises, as often as you need.
Licensing

The course is licensed for use by one trainer per organisation. Economical additional licenses are available.

Available now
Managing Projects
Managing Time
Behavioural Workplace Coaching
Managing Others Effectively
Handling Complaints Effectively 1/2 day
Coming Soon
  • Introduction to Total Quality Management
  • Working with Teams
  • Managing Discipline
See before you buy!

Ask for an on-line demo via the web, at any time to suit yourself. You can then see and try the programme for yourself. Contact us by phone or email. (details below)

Purchasing

Single user licence: £ 99.00 + VAT - CD by post
Single user licence: £ 75.00 + VAT - Digital Download
Aditional Trainer licences: £25.00 + VAT

Credit Card
Courses are available either as a digital download or as a CD version.

You can buy the course in The Training Store which also includes all our other programms for Trainers. We can also send you an invoice for payment via PayPal if preferred. We will then either send you the CD or make the course available exclusively for you to download off the web, at your convenience.

Cheque
Just send this to our address requesting either the CD or a digital download.

Invoice - UK based companies only
Email or Fax your order to us. If ordering via email please include your full company address.

Cash!
 Just call at the door, but best to phone beforehand!
Contact Details

Anglia Training Associates
The Old Crown
The Street
Ovington
Thetford
Norfolk
IP25 6RX
Phone: 0844 357 8153

E-mail: info@uktraining.uk.com

Home Back