It's Your Call - Telesales - CDROM

Despite email and other methods, the telephone is still the main way to communicate with your customers.

Your use of the telephone builds relationships, don’t overlook how to use it effectively.

Using best practice call centre techniques, this programme covers the main elements of customer service skills, including listening, handling objections, building positive relationships and controlling the call. Using fully interactive scenarios to judge different situations, learners answer questions throughout the learning experience.

By using a microphone with the programme, learners can record and play back their communication with a virtual customer in response to a range of situations.

The programme includes important communication and customer service skills including understanding the customer, showing empathy and creating an excellent ‘all-round’ customer service experience. 

The programme also covers the use of Customer Relationship Management (CRM) systems as part of the integrated customer service approach used in many businesses today.

Who could benefit?

• Anyone who has contact with customers using the telephone but in particular customer facing staff working on reception, in call centres and other customer facing departments.

Key learning areas

• Understanding the different elements of communication

• Active listening and summarising with the call

• Building positive relationships with the caller

• Controlling the call

• Handling objections

• How to use Customer Relationship Management (CRM) systems as part of the customer focused approach

• How to get the best from the telephone in terms of customer service and increased sales

Cost: Video and CDROM Prices
International orders please email for cost
Bulk Discounts Available

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