Course Content:

The aim of this online workshop is to help any staff member working with internal or external customers develop a greater understanding of the importance of communicating effectively with customers both on the telephone and on a face to face basis.  Participants will learn the importance of managing and exceeding expectations at every step of the service cycle and effectively deal with complaints in a calm and assertive way, without reacting inappropriately resulting in satisfied and loyal customers.  This includes both internal and external customers. 

Trainer:

Karen Sommerville
Call Focus