Course Overview
This half day course will enable Help Desk and front line staff to develop strategies to diffuse unpleasant situations and improve relationships with their clients and/or customers. This course is designed for Help Desk/Reception staff working in the front line.
Course Description
This course will provide delegates with:
- An insight into their preferred communication style
- An understanding of the different types of difficult people
- How to handle difficult telephone calls
- How to build positive relationships with people.
The course is designed to allow delegates to practice through role-play, the knowledge they have gained.
The course will cover:
- Communication Styles
- Being more assertive
- Dealing with different types of difficult people
- Creating positive rapport
- Telephone techniques.
This Course Costs £50 per person. |