Member Training: Face to Face Communication & Professional Telephone Behaviour

This course is designed for anyone who deals with customers / clients, either face-to-face or over the telephone.

By the end of the course you should be able to understand body language, understand the need for good communication skills, answer the telephone in a professional way and learn to listen.

Duration: One-day course (9:30am – 4:00pm approximately)

Equipment: No equipment is necessary for you to bring to the course. Pens and note paper will be available.

Lunch provided: For full day training courses a lunch with sandwich or salad, crisps and cake or fruit will be provided. Refreshments will be available throughout the duration of this course.

Course Content

• First impressions
• Understanding the importance of communication
• Body language
• Barriers to communication
• Methods/techniques used to deal with customer / clients
• Telephone tactics ‘The Terrible Ten’ – 10 pet hates
• Controlling the call
• How to deal with difficult customers and clients (3 strike rule)

Course feedback: “Very good, would come again.”