Practical Course: Telephone Care

Formative action increases the quality in customer management of the departments that manage them regularly. Thus, with this course, it is possible for participants to acquire skills that help them deal with complaints and claims to overcome them and turn them into opportunities, make them experts in telephone care to the public, acquiring all techniques and skills to offer quality care, motivating the interlocutor.

-Stension about the importance of quality in service and the need to seek zero defects. -Cok the communication process, their barriers and difficulties, highlighting the need to get customer feed-back. -How to communicate effectively, how to listen actively, putting into practice assertiveness and empathy. -See the factors that determine the telephone care and what are the good practices and recommendations to achieve successful telephone care. -Apre the telephone use techniques as a commercial tool: to arrange commercial appointments, to make sales, to attend orders, etc.

Operator, sales leaders, receptionists, administration, secretariat.

The course prepares you to know in depth the most essential and important characteristics at the time of attending a customer via telephone in a clear, simple and concise way and knowing the essential ingredients for successful communication how to know how to ask, listen and interpret. In short, it will provide important and necessary knowledge about the most precise techniques of customer service.

This course is aimed at all those interested in specializing in customer service, telephone operators, commercials, commercials, secretaries and management assistants, administrative staff, customer service departments, complaints and claims and sale to the public. With him he will acquire the main knowledge to know, communicate, express and obtain the capacity for sale and give information through the telephone line thus learning both to give and receive information in an adequate and professional way to customers. This course is also focused for people not expert in this subject, to expand knowledge and learn tricks for communicating and transmitting a message according to what the client asks for.

This training is not included in the scope of official regulated training (Infant Education, Primary Education, Secondary Education, Official Professional Training FP, Baccalaureate, University Degree, Official University Master and PhD). It is therefore a complementary and/or specialization training, aimed at acquiring certain skills, skills or aptitudes of a professional nature, being able to be barely as merit in workbags and/or opposition competitions, always within the complementary training section and/or continuous training being always essential to review the specific requirements of the public labor stock of the public labor stock market.