B-MGMT519

Telephone Skills and Customer Care

The course provides practical call handling training, teaching participants’ telephone techniques and skills to confidently answer calls, as well as how to constructively respond to customer telephone enquiries and handle customer complaints.

Target Audience

This course is recommended to receptionist or customer support staff who make and answer calls on behalf of their organization, those who are the first point of contact for their customers and suppliers.

Learning Objectives

This course focuses on practicing answering and making telephone calls in a professional manner, gaining the required information to accurately respond to the customer’s call, building rapport and satisfying the customers need quickly and efficiently, and constructively responded to a customer’s concern or complaint.