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Conflict management training is
essential for people who communicate
predominantly via the telephone.
This training will develop the skills of
your staff, the techniques that they
will learn will enhance customer care
while maintaining the professional
branding of your organisation.
Our conflict management training on the
telephone recognises the important
differences between face-to-face
interactions and this limited sensory
environment that communicating on the
telephone presents.
Key skills that participants will learn:
4How
to structure the call in order to remain
in control
4Staggeringly
effective technique to remain calm
4How
to demonstrate empathy and build rapport
4How
to manage aggressive and hostile callers
4Crucial
language skills
4Positive
resolution of all calls
We will work with you to develop a
course that fits your requirements and
focus on the areas of your current call
management that you wish to improve.
Request course information |
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