Telephone Skills

There were plenty of practical take-aways and opportunities to practice in role play

I really enjoyed the training. I though Barbara was a skilled tutor and got the group involved even at times of reluctance from the group. The discussions were lively and we were taken out of our comfort zones during the role play. Overall It has helped me reflect on my call handling techniques and provides tools to help deal with difficult callers.

Solid and confident delivery by trainer. Found the sections on emotional intelligence, perception positioning extremely. Role playing exercises and group review particularly helpful. Thank you :)