Customer Care and Telephone Techniques

Aims and objectives

To provide delegates with the necessary skills that will develop their confidence and enable them to project a professional image at all times.

Key Benefits

• The benefits of effective call management
• Basic rules
• Effective call structure
• Emotions: behaviour patterns
• The do's and don'ts
• Summarising to confirm understanding
• Holding on: message taking and transfering calls
• Closing a call
• Listening skills
• Owning a call
• Questioning skills
• The cost of doing things twice
• Dealing with complaints
• Action plans

This programme is interactive and involves role playing to practice the principles covered in the course.

Contact:

Member Services on 01494 545703 or memberservices@bvrla.co.uk to register for a course or for more information.

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