Our Call handling skills training has been helping clients to minimise complaints, call backs, call waiting time, improve cash flow, invoice queries, and customer experience for over 25 years.
“92% of customer interactions happen on the phone. 85% of customers report being dissatisfied with their phone experience” Salesforce.com
This is a startling statistic, after all everyone can use the phone can’t they?
The question is can they use the telephone effectively, understanding the customer, finding the right answer to their enquiry, sounding helpful while navigating your computer systems and processes.
Often induction training focuses on the systems and processes your people will need to follow when helping customers.
Our training helps develop the soft skills required to manage the call and the caller, while representing your brand in the way that you want it to. The training can help with on-boarding, with developing the skills of your more experienced people, or help people who have customer contact over the telephone such as engineers.
Great call handling skills are good for your people, they develop a confidence when dealing with customers, and that’s good for business.
Who will this training help?
Call Handling Skills – what our clients say
“A dynamic and fascinating look at communication and call handling skills and their use at work and in everyday life.
I learned more in this course than in over 20 years of customer service.”
Christian Owens, Global SAP Training & Coaching Specialist, Edwards Ltd