Do you wonder why dealing with customers on the telephone can often generate problems that you will not encounter face to face?

While telephone enquiries provide sales opportunities, one bad experience with someone on the phone may be enough reason for a customer – even a regular customer – to look elsewhere.

The telephone is your customer’s lifeline to your company. Yet although it provides fast and relatively inexpensive communication, it is a medium that is impersonal — and switchboard and other telephone staff must be able to prevent negative behaviours on both sides. It is essential to understand, not just which techniques can be used, but the advantages and disadvantages of communicating by telephone. We will work with you to produce a solution that enables delegates to be brighter, more responsive and far more effective in their telephone work.