Online Telephone Skills Training Course

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