Customer Service Telephone Skills

Deliver A Memorable Experience Over The Telephone

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Overview

This course is aimed at customer service and support staff who need to provide an excellent experience over the telephone. From building rapport and effective questioning through to problem solving and complaint handling, this course will have you covered.

Objectives

This programme will help you to:

Understand what excellent customer service looks like
Create a memorable first impression
Improve your questioning and listening skills

Handle a complaint more effectively
Communicate more effectively over the telephone

Programme Outline

This programme is made up of 12 sessions.

Best Practice Customer Service Over The Telephone
Effective Listening Skills
Effective Questioning Skills
Handling Customer Complaints – Investigating On The Phone
Handling Customer Concerns & Complaints – Responding On The Phone
How To Answer A Call In The Right Way – First Impressions Count

How To Build Rapport Over The Telephone
How To Put Callers On Hold & Transferring Calls
Taking Messages Over The Phone
The 4 E’s Of Effective Telephone Communication
The Challenges Faced With Telephone Communication
The Importance Of Top Quality Telephone Skills

Session Example

Each session comes with the following:

Action Planning

1-Page Cheat Sheet

Session Notes

You will also receive a coaching blueprint to help you embed the learning in the workplace.

Booking

Ordering is really simple.

The price of this course is just £14.95 per person. To order, click through to the booking form below.

For that you will have access to the 12 microlearning sessions that make up this programme.

FAQ’s

Q – Is this programme certified?

Q – Is there a test or an assessment?

Q – Do I get a discount if I order in bulk?

Q – I’m booking for someone else. What happens after I order?

Q – Can I lease or purchase this course to put on our own LMS?

Q – How long does each session last?

Q – Do I receive any reference materials?

Essential
Management Skills