• Conflict Management
• Phone Procedures

Phone Procedures Course – Dealing with the Difficult Customer  

Suitability:

The Course will be designed to provide the end user with the capacity to effectively manage and/or resolve conflict arising during telephone engagements. The course will be designed bearing in mind the requirements under current Health and Safety legislation to provide “safe systems of work”, specifically the management of stressful encounters.

Content:        

Effective Telephone techniques

Conflict Resolution & Management

Self-Assessment & listening exercises

Verbal Abuse Procedures

Exit Strategies

Clear desk Policies

Stress Management

Certificates:   

All students who successfully complete this course will receive a certificate from Senaca Training

Duration:       

1 day