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          Telephone Techniques
               Training Course

The telephone is an important tool that provides the means by which business is delivered to your door.
However the telephone enquiry is an opportunity, not a guarantee of business.

It is amazing how quickly we form an impression about a person or company when our telephone call is answered.

Customers who are treated well will call again and bring you more business and most calls could be handled better if staff are taught to see things from the customer’s perspective.

Our telephone techniques course will enable staff to develop techniques to ensure they make the most of each opportunity available from every enquiry.

It is relatively easy to bring about substantial improvements by using the techniques taught on this course.

Delegates find the workbook they complete on the course an invaluable tool. It is also an excellent reference to use in the workplace.

"You never get a second chance to make a first impression." Anon.

Who will benefit: All telephone users who could affect the reputation of your organisation.

Duration:  1 day

By the end of the telephone techniques course you delegates be able to...

  • project a professional image
  • build rapport
  • understand the needs of customers
  • use the principles of good telephone technique
  • make appropriate handovers and re-route calls
  • use questions and summarising skills without antagonising the caller
  • show effective listening skills
  • take and relay accurate messages
  • create the right impression
  • control the call
  • Use recovery strategies and how to turn a complaint into a happy customer
  • gain confidence in dealing with a wide variety of telephone calls
  • show personal commitment to quality and service
  “I learnt a lot about responding to different callers. The seminar kept me interested all the time with PowerPoint    presentations and discussions. The workbook covered everything I wanted to know.”
                                                                                                           P. Hetherington - David Smith St Ives Ltd.
Elite Training European Limited is a leading UK provider of telephone techniques training courses. We are based in Suffolk - within easy travelling distance of Buckinghamshire, Cambridgeshire, Essex, London, Hertfordshire, Kent, Norfolk, Northamptonshire, Surrey and Sussex. We will be pleased to arrange a course anywhere in the UK or Europe.

Our courses consist of 'In-Company' training; we visit companies’ premises or hotels and run courses according to company and staff needs.

We do not run training courses for people from different companies to attend. However, we do run courses consisting of one or two delegates. This enables us to move at the pace of the delegates (as fast or slow as necessary; as deep into the subject as appropriate, and with as much development as possible). These are not as expensive as you might think!

To see why other companies choose us, and for examples of costs, availability, course trainers, etc., please visit our >> Home Page        Select Another Course
For further information please contact:

Liz Garrard
Elite Training European Ltd
3 Parkers Place
Martlesham Heath
Ipswich
IP5 3UX
UK

Telephone (01473) 610320

Email: courses@elitetraining.co.uk
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