Programme outline
This programme is designed to help participants handle customer calls with confidence and learn how to deal with customer complaints, take charge of calls, close and summarise. Participants also learn to identify the difference between pressure and stress and are taught coping skills to manage the overload.

Programme content

Introduction and objective setting
What are the issues that face us?
Identifying difficult callers, understanding why people behave the way they do, listening and questioning skills used to the best advantage.
It ain't what you say...
Practical solutions to handling customer calls, maintaining confidence and composure.
The importance of voice tone and mirroring.
The telephone as a communication tool misses out on face-to-face body language. Tricks and techniques to ensure we display authority and use the energy of our voices appropriately.
Interpersonal skills
Understanding aggressive, submissive and assertive behaviours. A practical step-by-step approach to using the correct method with different customers.
What is pressure?
Why we need it, what it does to us, practical measures to cope with the everyday stresses and strains.
Action session
Participants identify actions they can take from the programme to help them in their role.