Course objectives
By the end of this course you will know about:
- Making and receiving telephone calls
- Using your tone, intonation and language to the best effect
- Listening attentively and asking questions
- Assertiveness techniques
- How to handle complaints and difficult callers

Who is it aimed at
Anyone who deals with telephone calls, particularly those who use the telephone to deal with callers and colleagues on a regular basis.

Course details
Delegates will benefit in that they will be more able to communicate effectively via the telephone and be able to handle difficult calls.

The course outline is as follows:
- Taking the call   – personal and corporate image
- Making the call  - preparing for a call
- Getting your message across
- Using your voice, intonation and language to best effect
- Active listening and questioning skills
- Dealing assertively with difficult callers

You will be shown how to identify different types of behaviour that cause difficulties, how to adapt your own behaviour and attitude to ensure issues are dealt with quickly and effectively.

Course Objectives:

At the end of the course you will be able to identify the types of behaviour that cause difficulties, use your own behaviour and attitude to ensure issues are dealt with quickly and effectively.

There are no dates scheduled for this course as yet.If you would like to express an interest in attending this course or need to request a trainer to provide training for a group of colleagues in your locality please email TrainingBookingsandinfo@coventry.gov.uk  Your name will be placed on our waiting list and when we have dates available we will contact you.

This course is available to book as a bespoke event only.

To book email: TrainingBookingsandinfo@coventry.gov.uk

Who is it aimed at:

Anyone who encounters having to handle difficult behaviours in the workplace that impact on the customer, the job or others.

Course Details:

Delegates will benefit from attending if they want to increase their skills and confidence in resolving issues caused by difficult and/or inappropriate behaviour.

The course will include:

Identifying what the difficult behaviours are

Ensuring your own behaviour does not contribute to the problem

Putting tips and techniques into practice through group and individual exercises

Duration: 1 day

By the end of the course, you will be able to:

•Explain what is meant by Customer Service Excellence, and describe how it benefits different parties within the organisation
•Identify who are our customers and understand the relationships you have with them
•Identify the CCC Customer Service Standards
•Understand the skills needed to deliver Customer Service Excellence
•Have an awareness of the DNA of Customer Experience model

This course is available to book as either an on site bespoke event or for individuals who want to come on an open event.

To book email: TrainingBookingsandinfo@coventry.gov.uk

Who is it aimed at
•Employees at all levels
•Employees who need to know or refresh their understanding of the concepts of excellent customer care

Course details

The course will benefit delegates by giving them the awareness and skills to deal effectively with all types of customers and situations. The course will contain both input from trainers and a variety of group work and exercises.
The course will cover:
•The difference between good and excellent Customer Service
•Who benefits from excellent customer service
•Dealing with Difficult Customers
•Handling Complaints
•Communication Skills
•The DNA of Customer Experiences
Duration: 1/2 day