Skills to deliver quality service in the front line
This comprehensive one-day course will help delegates to develop the skills and attitudes they need in order to deliver quality service in the front line.
Course outline:
- Communication skills
- Advantages and disadvantages of telephone communication
- Telephone techniques
- Active and reflective listening
- Barriers to listening
- Asking the right questions
- Dealing with difficult situations
- Handling complaints
Who should attend?
Telephone receptionists, call-centre advisors and all front office staff that receive inbound calls.
