.: Stafford & Chan: Corporate Training, Consulting & Coaching:.

	Telephone Techniques
	Managing difficult Customers
	Writing for Customer Service
	Service Across Cultures


	Objective
	“The telephone is the life-line of any business. Often, the first contact a customer has with a business is through the telephone” Raise the level of telephone techniques & establish a consistent procedure of handling the telephone to provide a service focused telephone culture

	Programme Contents
		Corporate Image
		How do You Rate?
		Telephone Role-Play
		Parts of a Telephone Call
		Telephone Role-Play Review
		Handling Difficult Callers
		Managing Callers in Difficult Times
		Telephone Courtesy & Handy Hints


	Format
	1 day or 2 day workshop

	Benefits:
		Representing your company professionally
		Manage time with customers, yet not compromise on service
		Master articulation skills to cater to an international audience
		Handle difficult callers with confidence and diplomacy
		Increase customer loyalty by applying customer delight elements