Telephone Handling Skills Diploma

1TRAINING

  • Ratings
  • 4.0
  •  Last updated 12 months ago
  •  ENGLISH

AED 145

AED 995

Duration: Upto 16 Hours
Location: United Kingdom
Delivery: Self paced course

Providing excellent customer service is essential to the long-term viability of every business. Diploma in Telephone skills introduces the fundamental elements of customer service and explains how they can be applied in any organization. Following this, it describes how a business can develop its customer service to the highest level.
 

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What skills am I going to get from this course?
✓ By enrolling to this course, you’ll learn the principles of customer service.
✓ In this course, you’ll recognize barriers to the delivery of outstanding customer service.
✓ This course will teach you about different customer behaviour styles.
✓ On completion of this course, you’ll learn how to measure the customer satisfaction level.
✓ Having this course, you’ll learn call greetings as a caller and a receiver.
✓ Logging in to this course, will develop your telephone etiquettes and techniques.
✓ In this course, you’ll gain the telephone techniques & manners for dealing with angry customers.
✓ At the end of this course, you’ll learn to use appropriate language during telephone conversations.


Course Duration: 
Learners will have 365 days access to their chosen course. The course is self-paced so you decide how fast or slow the training goes. If you need to extend your course access duration, it can be done at any time by extending your subscription.

 

COURSE CURRICULUM
1. CUSTOMER SERVICE PRINCIPLES

✓ The Value of Customer Good Service
✓ Enhancing Customer Relationship
✓ Dealing with Customer Expectation
✓ Problem Solving
✓ Success of Customer Service
✓ Exercise Files- Customer Service Principles

2. EXCELLENT CUSTOMER SERVICE PROCESS

3. COMMUNICATION SKILLS FOR CUSTOMER SERVICE

✓ Communication Skills for Customer Service

4. CUSTOMER SERVICE TECHNIQUES
✓ Customer Awareness
✓ Improving Your Customer Service Leadership
✓ Building Teamwork for Customer Service
✓ Exercise Files- Customer Service Techniques

5. HANDLING CUSTOMER COMPLAINS
Handling Customer Complains

6. TELEPHONE TECHNIQUES
Telephone Techniques

7. TELEPHONE ETIQUETTE
Telephone Etiquette

8. TELEPHONE CUSTOMER SERVICE PROCESS
Telephone Customer Service

9. POWER OF TELEPHONE COURTESY
Power of Telephone Courtesy

10. INTERNAL CUSTOMER SERVICE
Internal Customer Service

11. CUSTOMER SERVICE AT CALL CENTRES
✓ The CSR – A Powerful Choice
✓ Getting the Professional Edge
✓ All Important Customers
✓ Building Your Skills
✓ Building Your Skills with Technology
✓ Managing your Attitude

12. DEVELOPING EFFECTIVE TELEPHONE CUSTOMER SERVICE SKILLS


How will I be assessed?
You will have one Quiz and one Assignment.
You only need to pay £29 for assessment when you submit your assignment.


What Certification am I going to receive?
Those who successfully pass this course will be awarded a Telephone Handling Skills Diploma. Anyone eligible for certification will receive both FREE e-certificate (PDF format), and printed certificate.

 

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