Online Telephone Skills Training Course

Our one day Telephone Skills training course will provide lots of tips and techniques that will help deliver brilliant customer service over the telephone.

Course Delivery Options

Online Public Open Course
£195 + VAT per person
Group discounts available
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For Your Team
Delivered Online
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Looking for our 1-day classroom based course? You will find this by clicking here.
Course Overview

Here’s all of the details you need about our online Telephone Skills training course. We’re here to help if you have any other questions. You can see all of the ways to get in touch on our contact us page.

This Telephone Skills Training Course will investigate how to deliver great customer service to customers over the phone. Telephone has become one of the major methods for customers to get in touch and this course looks at how to ensure customers are dealt with effectively.

Those who attend this Telephone Skills Training Course will:

  • Deal with calls from customers in a efficient and professional manner
  • Know some of the issues surrounding providing customer service over the phone and how to deal with them
  • Be able to communicate with confidence and clarity with customers on the phone
  • Know how to build rapport and demonstrate empathy without the use of body language
  • Be able to deal with customer complaints effectively over the phone

Here’s what we cover in our Telephone Skills Training Course:

What is ‘World Class’ Telephone Based Customer Service?

  • What does world class customer service look like
  • Who is currently delivering world class service and what can we learn

Service Expectations

  • What do our customers expect when they call and why
  • What are some of the challenges of delivering service over the telephone
  • Overcoming these issues and meeting expectations

Communication Skills

  • What are the skills that are necessary to deliver world class service on the telephone
  • Opening and closing calls
  • Questioning, listening and building rapport with customers on the telephone

Your Behaviour With Customers

  • Understanding how your communication style can impact on your relationship with the customer
  • Using and Demonstrating empathy with customers on the telephone

Do’s and Don’ts

  • Language and statements to avoid on the telephone
  • Putting people on hold and making transfers
  • Escalating calls to supervisors

Dealing With Complaints and Dissatisfaction

  • What to do when a customer is complaining
  • The challenges of dealing with complaints on the telephone
  • A step-by-step process for dealing with complaints on the telephone
  • Ensuring the complaint is dealt with and what to do if can’t be dealt with

Download a copy of the Online Telephone Skills course overview by clicking here.

Training Course Schedule

Here’s our current online Telephone Skills training course schedule. To book, select a date below and click Book Now. We’ll send the details of how to connect to your course a few days before the course date.

1 Delegate
£195.00 + VAT

2 Delegates
£185.25 + VAT

3 + Delegates
£165.75 + VAT

Timing
9.30am to 4.00pm

Price per delegate. Includes delegate course materials.

You can see the full schedule of open courses that we deliver by clicking here.

Please note. Our pricing is per person and not connection. As such, buying one space extends one person to take the course. If we suspect that more than one person is using a connection when only one place has been purchased, we reserve the right to terminate the connection without refund.

Please book the correct number of spaces for those taking the course.
Bring In-House

We can deliver this Telephone Skills training course as an in-house course for your business. We can deliver this as either a virtual online course or in person at your organisation. To find out more about how in-house delivery works and to get a quote, click below.
In-House Course Details

Reviews

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