Making good phone conversations is all about knowing what to say, when to say and how to say it. All three require examples and a persistent attitude to practice until mastered. The course is designed from the outset to satisfy all three areas. We believe it is critical for learners to see how a conversation can fail before they are told how they should perform it. This is why the courses contains many examples of failed phone conversations in addition to effective and professional conversation suggestions that demonstrate how not to handle a particular situation.
In our experience, just mentioning an ideal practice once is not good enough as it is easy for delegates to fall back to bad habits and forget it altogether. Repeated exposure to the content in addition to participation in real-life scenarios will significantly help delegates to master the techniques discussed in the course and indeed this is how this course is designed.
This programme is intended for all Employees, Call Centre Staff, Customer Service Personnel and anyone who uses phones regularly.
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