ORDER DESK AND CALL CENTRE TRAINING

3 days

Either manning a service desk or on the phone, businesses need well trained employees who can get through to their customers and provide superior service. This three-day inclusive training course helps anyone learn to make the most of their profession, including understanding the best ways to listen and be heard. All phone or face-to-face interactions have some elements of sales or customer service skills, which are explored in detail throughout this hands-on course.

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Topics include:

The subtleties of body language and verbal skills
Verbal communication traits such as pitch, tempo, and tone
Questioning and listening skills
How to effectively say “no” and deliver bad news
Implementing effective negotiating skills
The need to create and deliver meaningful messages
Tools to enhance speech and communication skills
The value of personalizing interactions and developing relationships
Various methods for managing stress