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Professional telephone skills for the front desk

ENDED
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On-Site / Training
Ended last Dec 15, 2023
NGN  150,000.00

Details

The front office/help desk is a place where the relentless ringing of the phone can slowly drive a perfectly sane, patient and skilled help desk operator into a frazzled shell of their former self In a world where the ubiquitous telephone playssuch an important role in the customer service that an organization provides, it is worthwhile to review a few of the basics when it comes to using the phone, especially from the perspective of the help desk officer.

This intensive programme aims to equip the help desk/front line officers with the
necessary skills to understand the importance, and use of the telephone in delivering
exceptional customer service, gain enhanced key skills in assertiveness, listening and
dealing with challenging callers, deal with callers in a professional, efficient manner, etc

Outline

Module 1 : Introduction And Course Overview
Module 2 : Exercise: Getting To Know You
Module 3 : Knowledge / Skill Checklist
Module 4 : First Impressions
Module 5 : Communication
Module 6 : Telephone Skills
Module 7 : The Factors Of The Voice
Module 8 : Six Steps To Handling An Incoming Call
Module 9 : Questioning Techniques
Module 10 : Listening Skills
Module 11 : Telephone Work Standards Monitoring
Module 12 : Assertiveness
Module 13 : 15 Top Tips For Building Trust And Rapport
Module 14 : Influencing: Preparation
Module 16 : Action Plan

Speaker/s

GoldStead Faculty
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GoldStead Resources specializes in optimizing the potentials inherent in human capital as well as businesses to achieve set goals and objectives .We leverage practical real-life experiences to empower organizations and her employees with solution-based approaches for maximum result.

 As a Capacity developer, we cover a wide range of training programs tailored to meet specific organizational, group and individual needs. These training topics cut across customer service, human resource, secretarial and administration, soft skill for self development, work ethics, management and leadership among others.

We also organize capacity development and skill acquisition programmes for the young minds through religious bodies, schools, etc..

We have also facilitated training programmes for ddelegates from other African countries such as Rwanda, Uganda, Gambia, Ghana, Liberia, etc.

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