ABC Training Solutions

© ABC Training Solutions Ltd Registered as a limited company in England & Wales Company No: 05669729. VAT Reg No: 936 7830 86

training delivery. design and materials



Click for lots of resources including slides, trainer notes and handouts

In house training courses in leadership, supervisor skills, customer service, telephone skills, assertiveness, receptionist skills, time management, presentation skills, appraisals, train the trainer and recruitment interviewing. Courses run both UK-wide and locally in West Midlands, Worcestershire, Gloucestershire, Warwickshire and Wales. Design and marketing of course material and e-books.

Free Trainer Stuff

Handouts, questionnaires and exercises


Case Study: Irate Caller 1 & Irate Caller 2. Briefs to generate situations where the call handler needs to turn around a caller for whom the service chain has gone wrong


Factors of Voice Handout


Fun Word Grid. Fun exercise of find the appropriate word in a letter grid. Can be used as pre course work or as energiser during a telephone techniques course


Good & Poor Telephone Communicators. Handout


Message Taking. Handout


Positive Words and Phrases. Handout


Role Play Brief. Caller Brief to handle a challenging situation


Role Play Scenarios. 4 caller briefs written for the Customer Service/ Technical Support departments of a major DIY tool manufacturer. 2 of the calls are written from the perspective of customers (called End Users); 2 are from Retailers the tool company supplies. Adaptable to fit many product scenarios.

TELEPHONE SKILLS

© ABC Training Solutions Ltd Registered as a limited company in England & Wales Company No: 05669729. VAT Reg No: 936 7830 86

Training material for YOU to deliver