Telephone skills for customer service

Giving outstanding customer service over the telephone is becoming an increasingly important issue for many organisations.

But using this medium to best effect takes great skill, careful preparation and the creation of effective ‘models’ and methods, perhaps even using formal approaches and scripts. This intensive one-day customer service improvement workshop has been designed specifically to help you with this. It takes you through a series of structured models and approaches, based on what works in practice. Telephone role-plays (with optional audio recording) can be run at regular intervals during the course. Alternatively, case studies and examples can be used.

This course will help those attending:

• Delight customers
• Develop a set of telephone techniques
• Use the 4Cs model
• Improve their questioning and listening skills
• Gain customer engagement
• Practise their skills
• Prepare a personal action plan for improving customer service

A highly interactive one-day workshop involving:

• High quality presentation and structured approach to learning
• Many practical insights and methods
• Individual and group participation, including role plays

The training is very practical and objective. Very clear and specific skills, models and techniques are covered. The goal is on improving things that are already working, not going over old ground. Participants will discuss and plan new approaches based on real-life examples taken from their own situations.

This programme can be tailored to meet your specific requirements. Course participants will be asked to share relevant examples from their own personal experience.