Special Offer! Customer Focused Package

2 courses : Exceptional Customer Service  & Telephone Skills: £216 (£180 + £36 V.A.T.).

Use them as separate 1 day courses or mix and match the content to produce a tailor-made course.

Skill development training course material designed for you to pick up and run with the minimum of hassle - they come complete with all the course material you need to run the training course. No design worries!

Training course material come complete with:

• 44 Full colour master slides (supplied on MS Powerpoint)
• 55 page Master Course Notes (supplied on MS Powerpoint)
• 48 page Master Delegate Manual (supplied on MS Word)

What does the training course material cover

The training course covers:

• Nature of communication.
• Choosing the most appropriate communication method.
• Importance of first impressions from the caller’s standpoint.
• Giving callers the wrong impression.
• Challenges of communicating by telephone
• Factors of good and bad communication on the telephone.
• Essential preparation to take the call.
• The 6 W’s of message taking.
• Questioning skills.
• Active listening skills on the telephone.
• Factors of voice to add impact - Power, Pace, Pronunciation, Pitch.
• Tactics and tips to cope with anger and complaints.
• 3 steps to assertive behaviour.
• 6 steps to an incoming call.
• Skill practice to experience the telephone process in practice.

Duration

1 day

Target Audience

All Staff who use the telephone but particularly those who deal with incoming calls from Customers. This programme can also be used with Contact Centre and I.T. Help Desk staff.

Format

Ready-to-deliver training course material are supplied via MS Word/Powerpoint files emailed to Buyers within  a maximum of 24 hours of  payment being received.  In 95% of cases, we email within the hour. The course material come with copyright waiver to multi-copy and our permission to adapt the materials to exactly fit your needs – amend the behavioural situations, add your corporate colours etc.

Training course material can be used for the exclusive training of the purchasing companies’ employees. You don’t even need to buy multiple sets for all your Trainers.

View Samples

To view the quality and attention to detail of our ready to deliver training course material, please email us at info@abctrainingsolutions.biz and we will gladly send samples.

Prices

£132 (inc 20% VAT) complete with copyright waiver licence. All our materials are subject to our Terms of Business. Please read prior to purchase. Pay on line via credit /debit card /Paypal by clicking the Buy button below. Alternatively, pay by cheque, or be proforma invoiced go to our Terms of Business page to download an order form.

Courses for YOU to Deliver

TELEPHONE SKILLS

ABC Training Solutions provides cost effective training courses in leadership, supervisory skills, customer service, telephone skills, assertiveness, receptionist skills, time management, presentation skills, appraisals and recruitment interviewing. We work both  uk-wide and locally in West Midlands, Worcestershire, Gloucestershire, Warwickshire and Wales. We also design and market a range of course material for trainers and ebooks for individuals.

We have supplied our course materials recently to:

SPECIAL OFFER

Buy a package of  two

1-day customer focused course materials:

Exceptional Customer Service

Telephone Skills

At a substantial discount!

See below.