Create the right impression to customers both face-to-face and over the telephone
Build a rapport quickly with callers and visitors
Identify customer needs and expectations using key questioning and listening skills
Handle incoming and outgoing calls effectively
Deal confidently, calmly and courteously when dealing with telephone callers and visitors
Respond to difficult situations in an assertive and positive way when handling people face to face and on the telephone
Remain calm and courteous when dealing with telephone callers and visitors simultaneously
Respond to difficult situations face-to-face or on the telephone in an assertive and positive manner

Creating a professional impression of your organisation - the key elements of a professional standard of customer service
Skills and behaviours necessary to deliver excellent service
Presenting yourself; projecting a professional image, verbal and non-verbal communication skills Meeting visitors and developing rapport quickly
Telephone tactics; making, receiving and transferring telephone calls, dealing efficiently and effectively with telephone enquirires
Message taking; questioning skills, listening techniques, taking messages accurately
Dealing with difficult situations; handling difficult telephone callers, coping with difficult visitors, diffusing angry situations