PERSONAL
DEVELOPMENT
AWARD
COURSES
LEVEL
1
LEVEL
2
LEVEL
3
EMAIL
SKILLS
MENTAL
HEALTH
CALL
HANDLING
SETTING
UP
SUPPORT
& SUPERVISION
QUALITY
STANDARD
MANAGING
VOLUNTEERS
HELPLINE
EVALUATION
PRACTICAL
EVALUATION
THA TRAINING
developing skills, delivering
quality
DOWNLOAD FULL TRAINING BROCHURE (PDF) HERE
CALL HANDLING SKILLS FOR FRONTLINE STAFF
Who is it for?
Non-helpline staff such as administrators, receptionists or
fundraisers who may be the first point of contact for callers to your
service.
What will you learn?
-
To understand the unique features of listening and communicating via the telephone
-
How to structure a call effectively
-
To understand what callers want
-
Be aware of good practice principles
-
Understand how to deal with challenging calls and complaints
Code: CFW
