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Managing Conflict over the Telephone Training

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Dealing with customers over the phone can sometimes be a challenging task, but it's something that every single company has to do. Every now and then, a customer comes along that is just difficult to deal with. Managing them in the right way is crucial, as one wrong sentence could ruin your business' reputation, and chances of saving this customer's loyalty. This training will develop the skills of your staff and the techniques that they will learn will enhance customer care while maintaining the professional branding of your organisation. The aim of this course is to learn how to manage Conflict on the Telephone, how to remain in control and achieve positive call outcomes.

DCM can develop customised solutions or deliver off-the-shelf courses in-house for your team. This approach makes perfect sense for groups of 4+ delegates, enhancing cost effectiveness as well as team bonding.

Get Answers to Your Questions in the Managing Conflict over the Phone Course Brochure. The brochure contains: Course Format; Trainer Profiles; Testimonials; Course Syllabus; Full 2017 Timetable & Course Fee.

Get the Telephone Conflict Brochure & 2017 Timetable Instantly

What's Inside the Brochure?
  • Full course outline
  • Training Centres (5 Locations)
  • Fee and 2017 Timetable
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Benefits:

By the end of this training course participants will learn:

  • How to structure the call in order to remain in control
  • Effective techniques to remain calm
  • How to demonstrate empathy and build rapport
  • How to manage aggressive and hostile callers
  • Crucial language skills
  • Positive resolution of all calls

What is covered on this course?


  • Seeing conflict differently
  • Handling anger on the telephone
  • Using the telephone's inherent weaknesses to your advantage
  • Creating and managing customer expectations
  • Active listening skills
  • Contracting: building trust with the customer
  • Basics of interest-based negotiating
  • Turning conflict into "win/win" outcomes
  • Managing your own "hot buttons"

This one-day workshop is designed to improve your telephone interface, delivering critical skills to the people who work with potential conflict on the telephone. This course is designed for front line management and staff who manage conflict or customers on the telephone.

How does it Work?

Onsite Training is when we come to you to provide training on your premises or at a location of your choice. Not only will we run the course at a time and venue that suits you, we will also develop a unique programme particular to the developmental, cultural and business requirements of your company.

What's Involved?


Step 1 | After initial discussions, you meet with our training specialist. Here you both work together to design and sculpt a more comprehensive programme outline.

Step 2 | From this outline, a course is designed which addresses your exact needs. Sometimes this involves a completely new course designed from scratch, this depends on your needs.

Step 3 | Once you're happy with everything, the trainer will deliver the course at a venue of your choice on a date that suits.

Step 4 | Once complete, feedback will be gathered from delegates to ascertain the ‘true’ impact. And finally a report will be compiled for you outlining outcomes alongside your stated objectives.

Get a tailored training quote for your Managing Conflict over the Telephone Training today Click Here

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Location Date Max Attendee Registered
(so far)
Booking
Dublin | Training Centre 28 April 2016 14 14 Fully Booked
Dublin | Training Centre 17 June 2016 14 14 Fully Booked
Dublin | Training Centre 18 November 2016 14 14 Fully Booked

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  • Career opportunities and trends
  • Fee's and 2017 Timetable

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  • Case studies companies we've worked with

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  • Nationwide locations and venues for 2014

  • Areas include | Dublin, Cork, Galway, Limerick, Meath and many other counties

  • Onsite training is also an option

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Managing Conflict Over the Phone

How can we help?

Thanks for getting in touch.

All of our team are currently busy with customers, so please leave your email address and we will get back to you within 10 minutes.

We promise :)