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Following on from our Telephone Customer Service Skills course, this session will focus on improving call outcomes and understanding how to control calls to achieve successful outcomes for your organisation, yourself and your customer.  

The session will also focus on dealing with vulnerable clients and how to interact with them on the telephone to resolve issues and get the best outcomes for them.  We will also cover key steps that staff can take to look after their own well-being in a challenging call-centred role.
 

Outcome of the course

By the end of the session you will have ‘tools’ to control of your calls and support all customers via the telephone. 

Who should attend?

• Helpdesk & Office staff 
• Customer Service agents 
• Frontline staff who deal with clients on the phone 
• Anyone wanting to develop professional call handling skills & telephone manners to improve their effectiveness 

Why they should attend?

Should develop professional call handling skills & telephone manners to improve their effectiveness on the phone. 

Customer care series

This course is part of our ‘customer care’ series. Get 20% off this course when you also book to attend our other course in the series: 

Customer Care Series: Telephone Handling Workshop

This session will be delivered by Housing Rights Training Officer Gail Barnes.  As well as being fully qualified to deliver training on all housing related issues, Gail has worked across a broad range of industries including in several call centres over a 14 year period. Her roles there included Training Officer, Learning and Development Coordinator, Team Manager and Operations Manager 

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