Customer Service by Telephone Training

A one-day in-company training programme1 Day - On Request

This course is one of our standard in-company programmes and can be delivered to your people at a venue and date of your choice. If it is not exactly what you want then we can either create a tailored course based on our extensive library of standard course materials or produce a fully bespoke training course for you.
Course Overview:
This course focuses on how to deliver great customer service by telephone. The course reviews the key principles of customer service and how these relate to delivering exceptional service by 'phone. The skills needed to communicate well on the phone are practiced.

Programme Contents

Customer Care Standards
- What are they?
- How do you measure up?
Understanding the needs of callers
Communicating by Telephone
- Points of Difference – Telephone v Face to Face Communication
- The Golden Rules
Using Your Voice Well
Questioning to Gather Information
Adopting Effective Listening Habits
Essential Telephone Techniques
- Answering Inbound Calls
- Re-Routing Calls
- Taking Messages
- Making Outbound Calls
- Leaving Professional Voice Messages
Handling Awkward Callers
- Showing Empathy and Understanding
- Handling Irate Callers
- Dealing with Complaints
Instant Role Play
Your Action Plans