Education and Learning
First Impressions
The course helps you develop telephone skills; raises awareness about the callers' emotional needs; tackles practical and organisational issues as well as offering strategies for dealing with some of the more difficult calls you may face. It includes core and optional modules.
This course can be delivered in a number of formats and employers / attendees can choose the one that best suits them (see below).
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Option 1 - A Three day course
This programme (22 hours of direct teaching) is OCN (Open College Network) accredited and attendees can obtain credits that can contribute towards a nationally recognised qualification. Further information is available on request.
Depending on the route you take (see 'Booking this Course / Further Enquiries'), the three days required for the programme may be taught consecutively or if preferred at agreed intervals.
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Option 2 - A One day workshop
Although only a single day and the format doesn't allow for as much depth as the full-length version, it follows the same basic structure and shares the same aims.
As in some business environments it is not always feasible for either a group of employees or even a single employee to be out of the office for longer than one day, this format offers a viable alternative that ensures this course is available to as many people as possible.
Booking this Course / Further Enquiries:
This course is available for employers to arrange exclusively for a group of employees. This option is recommended to organisations who are seeking training for a minimum group size of 6-8 approximately.
If you wish to find out more about an 'exclusive' course, please click here to identify your nearest centre. You will then need to contact the Training Manager or Centre Manager directly. Otherwise contact Relate Central Office on 0300 100 1234 or lifeskills@relate.org.uk
This course is also delivered on an open access basis for individuals and / or small groups to book onto. Relate Centres decide dates and formats in advance and then the places are reserved on a first come, first serve basis.
Please note that not all course dates are detailed and if unable to find a course that is convenient to you, please contact your local Centre directly to check availability.
Who's it for?
Those who deal with customers or clients on the telephone.
Course objectives
On this course, you will find out about:
- Answering and ending calls.
- Understanding what the client wants.
- Dealing with difficult calls.
- Giving and recording the right information.
- Confidentiality and disclosure.
- Dealing with caller’s objections.
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Explaining your charges (optional).
This course is not currently scheduled to be running. Please check back to find out when the course will be running, or contact your nearest Relate to find out if your local branch is running this course soon. Click here to find your nearest Relate or call 0300 100 1234 for more information.
