Managing Difficult Situations on the TelephoneCOURSE CALENDAR
What Is Managing Difficult Situations on the Telephone Training?
This course is designed to help delegates reduce resistance and potential conflict when they are talking to people on the telephone. Delegates will learn how they can use these situations to their advantage to develop their relationship with a customer and control situations in order to achieve a positive outcome whilst on the phone. By the end of the session delegates will be able to understand the causes of difficult behaviour. Learn how not to take things personally. Understand different personalities types. How to avoid getting into an argument. Handle and defuse verbal aggression. Develop ways to deal with difficult people. Understand different types of behaviour. Understand verbal and non verbal behavior and its impact. Develop assertiveness to reach a win win situation. Things you do not do when using the phone.
Who Should Attend
This course will be of particular value to managers, supervisors, customer service staff, front line and call centre staff.
- The Managing Difficult Situations on the Telephone course agenda is changes frequently and can be dependant upon the delegates application. Please make your enquiry first and the agenda and specific joining instructions will be sent to you on return.
Available onsite or nationwide at any of over 50 centres, see below our open course availability. Alternatively, call 0844 335 8882.
The Managing Difficult Situations on the Telephone course will be accredited to the latest in recognised certificating award. All successful delegates will also receive an Xyz certificate of attendance. Enrolled subscribers of the National Training Card will also have any certificate, qualification and/or ID card (where applicable) automatically added to their member account.
We train in excess of 100,000 delegates per year. For more information, please make your enquiry using the form below. The XYZ Training Group Customer Charter ensures that all enquiries are responded to the same day.
Available on client premises as an in-house course or at one of training venues, provided minimum delegate numbers are achieved. Whatever your requirement, simply complete the enquiry form below and we'll send you our quotation by return.
Make A Managing Difficult Situations on the Telephone General Enquiry Here
Complete the form below and we'll send you some training options and / or a quote by return. Please only use this form if you are interested in Managing Difficult Situations on the Telephone courses. For all other enquiries, please use the general contact page, refine your search above or call us on 0844 335 8882.