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

CSM 108 - Communication Skills for Telephone Operators

Code Start Date Duration Venue
CSM 108 15 July 2024 5 Days Istanbul Registration Form Link
CSM 108 12 August 2024 5 Days Istanbul Registration Form Link
CSM 108 09 September 2024 5 Days Istanbul Registration Form Link
CSM 108 07 October 2024 5 Days Istanbul Registration Form Link
CSM 108 04 November 2024 5 Days Istanbul Registration Form Link
CSM 108 09 December 2024 5 Days Istanbul Registration Form Link
Please contact us for fees


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