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17 - CSM - Public Relations, Communication Skills & Office Management


CSM 108 - Communication Skills for Telephone Operators

Code Start Date Duration Venue Fees
CSM 108 11 November 2019 5 Days Istanbul $ 2750 Registration Form Link
CSM 108 09 December 2019 5 Days Istanbul $ 2750 Registration Form Link
CSM 108 13 January 2020 5 Days Istanbul $ 2750 Registration Form Link
CSM 108 10 February 2020 5 Days Istanbul $ 2750 Registration Form Link
CSM 108 09 March 2020 5 Days Istanbul $ 2750 Registration Form Link
CSM 108 06 April 2020 5 Days Istanbul $ 2750 Registration Form Link
CSM 108 04 May 2020 5 Days Istanbul $ 2750 Registration Form Link
CSM 108 29 June 2020 5 Days Istanbul $ 2750 Registration Form Link
CSM 108 20 July 2020 5 Days Istanbul $ 2750 Registration Form Link
CSM 108 24 August 2020 5 Days Istanbul $ 2750 Registration Form Link
CSM 108 21 September 2020 5 Days Istanbul $ 2750 Registration Form Link
CSM 108 19 October 2020 5 Days Istanbul $ 2750 Registration Form Link
CSM 108 16 November 2020 5 Days Istanbul $ 2750 Registration Form Link
CSM 108 14 December 2020 5 Days Istanbul $ 2750 Registration Form Link
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Course Description

Phone is probably the most used tool in modern business, but not everyone admits to being confident or totally proficient in their use of the phone. This course is designed to provide tips and techniques in both telephone and face to face skills to handle difficult customers (such as rude, angry or aggressive customers) as part of daily duties. It also covers handling customer complaints; tips for retaining customers and how to diffuse customer conflict quickly and efficiently.

Course Objectives

  • Learning how to answer and make telephone calls in a professional manner
  • Acquiring the required information to accurately respond to the customer’s calls
  • Building rapport and satisfied the customers needs quickly and efficiently
  • Constructively responding to a customer’s concern or complaint

Who Should Attend?

  • Telephone operators
  • Secretaries
  • Office managers
  • Sales officials
  • Anyone who aspires to improve his skills in this field

Course Details/Schedule

Day 1

  • The importance of professional telephone skills
  • Importance of professional telephone techniques to the business
  • Professional telephone etiquette
  • The challenges of telephone communication

Day 2

  • Role of nonverbal communication
  • Building rapport and gathering information
  • Telephone guidelines when handling a call
  • The verbal handshake
  • Putting callers on hold, transferring callers

Day 3

  • Effective listening techniques
  • Questioning techniques
  • Recording information
  • Using positive language and taking ownership of call
  • Closing the call

Day 4

  • Communicating with customers with different communication styles
  • Recognizing different communication challenges
  • Main characteristics of communication styles
  • Recognizing your own communication preferences
  • Adjusting to other styles of communication

Day 5

  • Pre-empting customers’ most frequent concerns
  • Responding to customer concerns and objections
  • Handling customer complaints
  • Handling emotional responses
  • Responding to the complainant
  • Escalating the complain