Telephone Advice
Course available: in-house only (on a date and location of your choice)
Duration: 1 day
This course will enable participants to develop and adapt their communication skills to provide effective and empathetic telephone advice.
Course contains:
- Advice giving over the phone - advantage and disadvantages
- Managing the interview process
- Giving information
- Making referrals
- Summarising and ending the call
- Dealing with difficult situations
- Service boundaries
- Case studies.
Suitable for
Advisers who provide advice over the telephone.
