Business need: To improve the service to members of a professional body on the telephone
Programme title: Communicate and control
Job categories: Customer service staff, membership advisers, query clerks

Objectives

• Have greater self confidence when dealing with members' queries
• Communicate policy positively
• Help callers to specify their requirements and agree a course of action.
• Deal constructively with callers who are aggressive, dismissive, blaming or
• stereotyping towards the staff of the professional body
• Use reinforcement techniques to build upon the programme

Programme design

This is a one and a half day programme about being assertive and proactive on the telephone, using techniques to control and steer the conversation, making refusals and being persistent, building confidence and dealing with difficult callers

Click here to contact us about the design and delivery of a programme for you

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