Communication And Telephone Skills In Modern Business Workshop
Course Description
Phone is probably the most used tool in modern business, but not everyone admits to being confident or totally proficient in their use of the phone.
The Training Course Will Highlight ?

This course is designed to provide tips and techniques in both telephone and face to face skills to handle difficult customers (such as rude, angry or aggressive customers) as part of daily duties. It also covers handling customer complaints; tips for retaining customers and how to diffuse customer conflict quickly and efficiently

Training Objective

  • Learning how to answer and make telephone calls in a professional manner
  • Acquiring the required information to accurately respond to the customer’s calls
  • Building rapport and satisfied the customer’s needs quickly and efficiently
  • Constructively responding to a customer’s concern or complaint

Target Audience

This workshop is designed specifically for those who are on the front line, those who are the main interface between the organization and their clients or public. Those who have recently benefited include: Switchboard Operators, Secretaries, Administration Assistants, 'Help Desk' Operators, Receptionists, and Office Assistants & Sales Administrators.

Training Methods

This interactive Training will be highly interactive, with opportunities to advance your opinions and ideas and will include;

  • Lectures
  • Workshop & Work Presentation
  • Case Studies and Practical Exercise
  • Videos and General Discussions

Daily Agenda

DAY 1:

  • The importance of professional telephone skills
  • Importance of professional telephone techniques to the business
  • Benefits of professional telephone etiquette
  • Small group exercise and facilitated group discussion

DAY 2:

  • The challenges of telephone communication
  • Role of nonverbal communication
  • Building rapport and gathering information
  • Telephone guidelines when handling a call
  • The verbal handshake
  • Putting callers on hold, transferring callers

DAY 3:

  • Effective listening techniques
  • Questioning techniques
  • Recording information
  • Using positive language and taking ownership of call
  • Closing the call

DAY 4:

  • Communicating with customers with different communication styles
  • Recognizing different communication challenges
  • Main characteristics of communication styles
  • Recognizing your own communication preferences
  • Adjusting to other styles of communication

DAY 5:

  • Pre-empting customers’ most frequent concerns
  • Responding to customer concerns and objections
  • Handling customer complaints
  • Handling emotional responses
  • Responding to the complainant
  • Escalating the complain
Accreditation

BTS attendance certificate will be issued to all attendees completing minimum of 80% of the total course duration.

Quick Enquiry

Request Info

Download Brochure Request In house Proposal

Course Rounds : (5 -Days)


Code Date Venue Fees Register
ADM116-01 06-04-2025 Marrakesh USD 5950
ADM116-02 14-07-2025 London USD 6950
ADM116-03 07-09-2025 Dubai USD 5450
ADM116-04 12-10-2025 Dubai USD 5450
Prices doesn't include VAT

UpComing Date


Details
  • Start date 06-04-2025
  • End date 10-04-2025

Venue
  • Country Morocco
  • Venue Marrakesh

Quality Policy

 Providing services with a high quality that are satisfying the requirements
 Appling the specifications and legalizations to ensure the quality of service.
 Best utilization of resources for continually improving the business activities.

Technical Team

BTS keen to selects highly technical instructors based on professional field experience

Strengths and capabilities

Since BTS was established, it considered a training partner for world class oil & gas institution

Search For Available Course

Abu Dhabi, UAE

1st floor, Incubator Buildingو Masdar City, Abu Dhabi, UAE

00971-2-6446633

Sun to Fri 09:00 AM to 06:00 PM

info@btsconsultant.com

Contact Us anytime!