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  • Call control with confidence

Call control with confidence

The cost to an organisation of mis-handled calls is very often out of all proportion to the root cause of the initial call. Yet the skills required to control customer calls are well-known and can be successfully taught and mastered. This programme shows how calls can be controlled and dealt with swiftly, efficiently and to total customer satisfaction.

Learning objectives

Who should attend?

Sales, customer service and call centre staff – and any other staff who are regularly on the receiving end of telephone calls from customers and clients.

Format

This one-day course uses a mixture of formal tutor inputs, practical exercises, role play and tutor-facilitated discussion.

Special features

The course can be tailored, at no additional cost, according to organisational need and/or the skill level of the participants.

Expert trainer

Scott focuses on helping people to understand people. People make purchases, people sell to people. Even internet selling platforms are designed by people. People want to be happy when they make their purchase. Scott applies positive psychology techniques to his training and encourages participants to build on their core strengths and attributes.

Session outline

This is the overview for the half-day, face-to-face session. Timings are approximate and will flex depending on the needs of the group. Virtual delivery follows the same content and sequence but with different timings and excludes the additional practise section.

1. Introduction

2. The key techniques

3. Putting it to the test!

4. Conclusion

Multiple delivery formats and options
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Face-to-face delivery

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Virtual delivery

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Tailored solutions

Training Areas...

Leadership & management development

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Management & personal effectiveness

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Customer Service Training

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Boardroom effectiveness

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Maximum Coaching

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Specialist Subjects

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