Keywords
Citation
(1999), "New telephone training package", Journal of European Industrial Training, Vol. 23 No. 8. https://doi.org/10.1108/jeit.1999.00323had.001
Publisher
:Emerald Group Publishing Limited
Copyright © 1999, MCB UP Limited
New telephone training package
New telephone training package
Keywords: Telecommunications, Training
Daedal Training has released its latest short training session package, Dealing with Difficult Telephone Calls. This covers the topics of handling difficult problems, coping with callers who are not clear speakers, controlling the talkative caller and dealing with complaints and anger.
The session is designed to last around half-a-day, if the recommended role-play activity is included, and is an ideal follow-on to Daedal's previously released half-day package, Customer Relations on the Telephone.
The packages are provided with electronic masters for participants' material, in MS-Word 97, so that trainers can amend the material to suit their own organization's needs. Overhead transparencies are provided in the form of PowerPoint 97 presentation slides that can also be printed out in black and white or in colour.
The packages are available directly from Daedal Training, Pool House, South Hill, Chislehurst, Kent BR7 5EF. Tel: 0181 467 8220. Fax: 0181 467 8225. E-mail: enquiries@daedal-training.com. They are priced at £145 + VAT each, which includes the right to copy from the electronic masters for training the organization's own staff. There is also a free on-approval service for in-house trainers.