Course: Handling enquiries remotely

Want to find out if a package might be right for you?

Combine this course with Handling Enquiries Face-to-Face on two consecutive days for a special discount?

Training to help you...


  1. understand the differences between face-to-face and remote enquiry handling.


  1. receive, respond to and report back on enquiries by voice- and text-based media.


  1. develop customer care strategies to avoid misunderstandings and keep the enquirer on-side.


No eye contact, no facial expression, no body language


When we handle enquiries remotely – by phone, email, text, chat, messaging – we are deprived of up to 90% of the clues that we take for granted face-to-face. 


Customers tend to be more impatient, and the risk of misunderstanding – even offence – is high.


Designed for more experienced enquiry handlers, and with group practical work throughout, this course draws on good contact centre practice to demonstrate the special techniques needed in managing and operating a remote enquiry service.

Outline Programme (1 day)


Welcome and introductions


Why remote enquiry handling is different


Setting up your service


Running your service


Handling tricky enquiries using voice-based media (practical)


Handling tricky enquiries by text media (practical)


Delivering your answer


Signing off enquiries


Winding up – have we met your key needs?

Home     About     Helping     Packages     Mix & Match     Customise     On-Site     Cost     Contact     More trainers...

research & information skills training