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.