Customer Care Skills (Telephone Etiquette)

Aim: This course will introduce you to the basic skills required to understand the importance of telephone etiquette, the possible impact it may have on customer care and learning how to manage difficult calls.

Who is this course for? Any working professionals or anyone who wishes to improve their telephone skills.

Certification: TTM Training & Consultancy certified (2 years)

Course Overview:

• The importance of telephone etiquette and its possible impact for organisations, customers and businesses
• Strategies for effective telephone communication
• Self-awareness and maintaining professionalism on the phone 
• Understanding possible causes on why customers may be demanding or difficult and learning how to manage such calls

Method of Delivery: Online Training (Self Thought)

Duration: Approx. 30 mins

Assessment: An online assessment is taken on completion of the course. Participants will be asked 10 multiple choice questions with a pass mark of 80% required.