Welcome to Premier

Your people are your most precious asset. Whether you are an existing Premier client, or a new customer looking to experience our services for the first time, welcome

PRESENTING A PROFESSIONAL IMAGE OVER THE TELEPHONE
Creating the right impression for the customer
Understanding the key links between image, attitude and behaviour
Sounding professional and confident over the telephone
CONTROLLING THE TELEPHONE PROCESS WITH CONFIDENCE
Knowing the basics of good telephone usage
Dealing with enquiries, getting the facts and achieving successful outcomes
Using the ‘statement- question’ technique to manage calls

COMMUNICATIONS SKILLS OVER THE TELEPHONE
Using positive words and phrases to greater effect
Knowing how to sound friendly and professional through our tone of voice
Utilising techniques to enhance clear speaking
Showing empathy and clarifying to enhance good listening skills
HANDLING PROBLEMS AND DEALING WITH DIFFICULT CALLERS
Maintaining a positive approach to handling complaints
Knowing how to remain calm under pressure
Using the pacr technique to handle problems in a constructive way

4 Ravey Street
London EC2A 4QP
t: +44(0)20 7729 1811
f:+44(0)20 7729 9412
information@premiercs.co.uk