Customer Service by Telephone Training

Customer Service by Telephone Training
A one-day in-company training programme

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.

This training course is available as an in-company option only. We can also tailor this course or create a bespoke training course for you.

For an open course option, click on the link below
Telephone Skills & Customer Service

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