● Professional call handling skills
● Listening skills
● Call greeting
● Call closing
● Call ownership
● Call development
● Call goal realisation and success
● Telephone manner
● Call etiquette
● Developing empathy
● Creating a positive impression
● Managing transfers and putting calls on hold effectively
● Effective questioning
We start with the idea that every incoming call is an opportunity which can be maximized. We look at the challenges an agent may have not just from a caller who is unsure of their need, but also the challenges they face within their work environment. We help agents learn to assess the priority of calls and improve their engagement with your customers.
For many businesses, the successful and professional management of incoming sales and customer service calls is critical to their success and growth. We know this, which is why our telephone sales and service training is not a standalone service, but integrated into your wider business.