Who should attend

· Customer service staff new to telephone-based work
· Experienced operators and receptionist interesting in latest techniques
· Junior staff looking to broaden their skills
· Staff new to manning reception desks
· Security staff with receptionist duties
· Management wishing to understand receptionist/operator skills
· Companies looking to standardise customer-facing staff approaches

What they will learn

· Importance and types of greeting
· Establishing rapport: use of language, tone of voice
· Information-handling: asking the right questions, taking notes
· Handling calls on park or hold/juggling callers
· What to do and not to do in busy periods/quiet periods
· Motivation
· Handling difficult callers
· Taking control of the call
· Coping with stress

Call now on 0870 710 2233 to check availability and to discuss your specific requirements