Course Overview

This course is about how to effectively use listening, body language and voice skills to control phone calls.

Who is this course for?

Taking Phone Calls is designed for anyone who wants to understand how to respond to incoming customer calls.

When you have completed this course, you will be able to:

• Know how to prepare for an incoming call
• Know why it is important to confirm the identity of the customer
• Be able to effectively use listening & voice skills to control calls
• Be able to identify & communicate options available to the customer
• Be able to effectively respond to customer queries in a timely manner
• Know the procedures for placing customers on hold, taking messages etc
• Be able to effectively complete the call so the customer is content