Course outline
This in-depth, 1-day course focuses on practical skills development to boost your business and covers the full range of telephone handling scenarios.
Topics covered will include:
- understanding your customers
- building rapport
- gathering information
- developing good communication and questioning skills
- assertiveness
- dealing with difficult calls
- developing professional telephone techniques
You will learn how to handle difficult conversations; how to open and close a call; and how to remain calm under pressure. This course utilises role play and delegates will take part in action learning and practical problem-solving in a supportive way.
Delivery mode
This course is delivered as a 1-day, intensive programme, designed to fit into your busy work schedule.
Training can be delivered at times and locations to suit your business, tailored to meet your organisation’s needs and can be delivered in bite-sized sessions if required.
Class size
We are able to accept individuals or deliver training to a group of your employees. Suggested class sizes for group bookings are between 8-10 people.
Price
Prices start from £1100 per cohort.
Funding for this course may be available from the Sheffield Skills Bank (subject to availability).
Get in touch
If you would like to discuss this training programme in more detail or wish to book a place, please get in touch.
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The Sheffield College offers a wide range of training courses for your employees.
These vary from compulsory qualifications such as Health and Safety to courses that build on skills within the business, including a range of flexible, part-time degree and professional courses, such as qualifications from the Association of Accounting Technicians (AAT) or the Institute of Leadership & Management (ILM).
We can tailor courses to your needs, so get in touch to see how we can help you.