Say goodbye to phone anxiety

We believe that staff development training should be tailored to meet your specific needs and should have clear, measurable objectives. Our mission is to help your business grow.

You cannot undo a first impression. Customer satisfaction, workload and your income often hinges on your telephone skills. This must-do course looks at the different phases of a call, including preparation, transferring calls, placing calls on hold, taking messages, dealing with angry customers, telephone etiquette and much more.

Practical steps you can take to be self-motivated, forward thinking, success focused, happy and maintain optimism and professionalism in the face of rejection. Quickly recover from setbacks and adapt well to change. This course covers how to cope and deal with business and life pressures, to prioritise activity and gain personal satisfaction. Includes sections on Maslow’s Hierarchy of Needs and the use of Stephen Covey’s Circle of influence.

Steve Favell

In the 70’s, at the same time as being in high demand as an accomplished musician, Steve Favell developed what became one of the County’s most successful music retail, wholesale companies. Steve went on to build, train and mentor a number of the UK’s most successful national sales teams.
He went on to join Huntingdonshire Regional College and grew their commercial income by more than 1.5 million.
Steve has established himself as an expert in personal development training. Steve says “I’m extremely proud to be working in partnership with Colchester Institute. Being an effective mentor is a teachable skill that changes peoples lives and is the key to long term business success.”