ATTENDEES

Who is the course aimed At - Managing Difficult Situations on the Telephone, also known as Managing Difficult Phone Calls, is aimed at professionals in customer service and sales roles. It is also beneficial for those who regularly communicate with clients or customers over the phone. This training course is designed to equip individuals with the necessary skills to handle challenging phone calls and provide excellent customer service.

Whether you work in a call centre, retail setting, or any other customer-facing occupation, this training course is highly relevant. It is ideal for individuals who want to improve their telephone communication skills and learn how to handle difficult situations with confidence and professionalism. By attending this course, you will gain the necessary tools to effectively manage difficult phone calls and enhance customer satisfaction.

This training is also suitable for any individual who wants to sharpen their communication skills, as telephone communication is a crucial aspect in many professions. Whether you are new to the workforce or a seasoned professional, this course will help you develop the necessary techniques to navigate difficult situations on the telephone successfully. It is a must-attend for anyone looking to improve their customer relations and advance their career in customer service or sales.

AGENDA

Course Agenda - In this training course, participants will learn how to effectively handle difficult situations on the telephone in a professional and efficient manner. The course will cover various techniques and strategies to manage challenging conversations and maintain a positive customer experience.

The course will begin by discussing the importance of effective communication and understanding the different types of difficult situations that may arise on the telephone. Participants will then learn how to identify and manage their own emotions, as well as the emotions of the caller, in order to diffuse tense situations.

Participants will also be taught how to actively listen and ask the right questions to gather information and find a resolution to the problem at hand. They will learn how to handle different types of difficult callers, such as angry or demanding customers, and how to stay calm and professional throughout the conversation.

The course will also cover techniques for de-escalating conflicts and finding mutually beneficial solutions. Participants will have the opportunity to practice their skills through role-playing scenarios and receive feedback from the trainer. By the end of the course, participants will have the confidence and skills to handle any difficult situation on the telephone with ease and professionalism.

CERTIFICATION

Course Accreditation - Successful candidates of the Managing Difficult Situations on the Telephone training course will receive a temporary certificate of attendance from Xyz Training Group. This certificate serves as proof of their participation and completion of the course, and can be used to showcase their skills and knowledge in managing difficult phone calls.

In addition, candidates who are members of the National Training Card will have their accreditation automatically added to their account. This means that their successful completion of the course will be recognized and recorded by a nationally recognized training body, further enhancing their professional credentials.

The Managing Difficult Situations on the Telephone training course is part of the Telesales family of training courses, and is designed to equip candidates with the necessary skills and techniques to handle challenging phone calls effectively. By attending and passing this course, candidates will not only receive a certificate of attendance, but also gain valuable knowledge and expertise that will benefit them in their telesales career.

JOINING

Joining Instructions - The Managing Difficult Situations on the Telephone training course is a half-day course, lasting approximately 3-4 hours. This allows for a focused and intensive learning experience without taking up too much of the candidates time.

The only pre-course requirements for this training are a basic understanding of telephone communication and a willingness to learn. This ensures that all candidates have a similar level of knowledge and can fully engage in the course material.

Photo ID is not required for this course, but candidates may be asked to provide identification for security purposes upon arrival. This is a standard procedure to ensure the safety and security of all participants.

Candidates should wear appropriate business attire to the training session. This includes professional clothing that is comfortable and allows for easy movement. It is important to avoid wearing any distracting or offensive clothing that may take away from the learning experience. No personal protective equipment or other types of equipment are necessary for this course.

If you choose to book online you will immediately be confirmed on the course. You will also be automatically sent a full course information pack, receipt of payment and a VAT invoice by email.

WHY XYZ

Further Information - Are you tired of dealing with difficult situations on the telephone Do you struggle to maintain professionalism and handle challenging customers Look no further than Xyz Training Groups Managing Difficult Situations on the Telephone course. Our expert trainers will equip you with the necessary skills to confidently handle any phone call, no matter how challenging. Say goodbye to frustrating phone calls and hello to successful interactions with our course..

With over 50 centres across the UK, Xyz Training Group is one of the largest dedicated training groups in the country. This means that no matter where you are located, our course is easily accessible to you. You can choose to attend our open course at any of our centres or we can arrange a dedicated course specifically for your team. We understand the importance of convenience and flexibility for our clients, and we aim to provide just that..

At Xyz Training Group, we are committed to providing our clients with the best value for their money. Thats why we offer our unique Lowest Price Guarantee. We guarantee that our course will be competitively priced, ensuring that you receive top-quality training at an affordable price. We believe that investing in your teams development should not break the bank, and we are dedicated to making our courses accessible to all..

Enrol on our Managing Difficult Situations on the Telephone course today and experience the difference it can make in your teams communication skills. With our expert trainers, convenient locations, and unbeatable prices, Xyz Training Group is the perfect choice for your training needs. Dont let difficult phone calls hold you back any longer. Book now and see the positive impact on your teams performance..

We're also proud to offer all clients our lowest price guarantee and free use of our award winning Training Management System