Telephone Skills Training Course

Course Aims

This Telephone Skills Training Course will show you 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.

Course Objectives

By attending this Telephone Skills Training Course you 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

Course Content

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

If you opt to have this course delivered in-house, the content above can be tweaked and changed to ensure the course meets your specific needs.

Who Should Attend our Telephone Skills Training Course?

This telephone skills training course is for anyone who is responsible for providing customer service by phone.

If you want to:

• Know how to communicate on the phone effectively
• Be able to deal with angry/frustrated customers by phone
• Increase first time call resolution numbers
• Know best practices or etiquette when speaking with customers over the phone
• What to do and not do when providing customer service by phone

Then this telephone skills course is for you.

The course is suitable for people of all levels and in all roles and industries.

Online Training Courses

A 1 day online live virtual training course with one of our highly experienced customer service and telephone skills trainers. You also get:

• A highly interactive online experience
• Access to MyRevolution Learning to retain access to your materials and stay in touch with your trainer
• A digital copy of the course materials from the course
• A digital course certificate

In-Person & Online In-House

A 1 day training course with one of our highly experienced trainers at your location or online. You also get

• Course materials for each delegate to take away
• A course certificate
• Reporting on delegate evaluation
• Access to MyRevolution Learning to retain access to your materials and stay in touch with your trainer

Yes. If the role requires service to be delivered by telephone, then the skills from the course will be beneficial.

While there is some cross-over, the course is fully focused on customer service by phone. If you were looking at face to face customer service, our customer service training course would be a better fit.

If you are attending the scheduled open course, you are more than welcome to bring these along with you to see how the skills fit. If we deliver the course in-house for you then we will be able to blend your processes and procedures into the course.

Yes. We have lots of articles about customer service in the customer service section of our blog.