Developing telephone skills
Developing telephone skills
Developing telephone skills is a companion course to Essential telephone skills.
Developing telephone skills is for those who have attended foundation-level training in telephone helpline skills and have some helpline experience.
The course looks at the different approaches used in responding to calls and caller expectations. Participants will learn how to deal with common challenges:
- Callers who are reluctant to talk
- Callers who talk so much that it makes it difficult to support them
- Callers who are angry
- Callers who wish to complain.
Next dates and locations
Click on the links below to book for that course.
Click on an event below to find out more, or click on the 'book now' link to book onto that course.
All courses run from 10.30am to 4.30pm.
Book now:
Book online using the links above.
By phone: call us on +44 20 7089 6321
Or let us bring our training to your site.
See a list of all courses or view all courses on our online calendar.
| Attachment | Size |
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 Developing telephone skills programme.pdf | 8.47 KB |