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Thanks For Your Call... How to Be More Effective When Making Calls and Handling Incoming Telephone Calls

"I've got a problem and you're going to solve it!" Customer’s expectations of service levels and deliverables are changing. As telephone users we need to constantly refresh and update ideas on how to remain responsive to the needs of various customers. Communicating effectively with customers requires a combination of common sense and careful thought. No one said making calls, handling the phone or irate callers was easy.

During the session, participants will learn how to deal with many types of calls, understand the caller’s perceptions (and your expectations), effective communication techniques and how to handle angry, difficult and upset callers.

At the conclusion of the seminar participants should be able to:

Outline of Programme

Participants are introduced to a range of subjects drawing on:

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