Telephone Skills for Superb Customer Service

  • Course Type: In-house
  • Duration: One day
Enquiries: 01 853 2215 / training@highperformance.ie

Telephone Skills for Superb Customer Service

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Course Description

EFFECTIVE TELEPHONE SKILLS FOR SUPERB CUSTOMER SERVICE

The ability to communicate effectively with customers is a key contributor to customer satisfaction and smooth operations.

This highly practical one-day course is a primary ingredient for implementing successful relationships when using the telephone to liaise with customers, both internal and external.

Customer service telephone skills training  allows you to sharpen your interpersonal skills with new and existing customers.

Build meaningful and trusting relationships with your customer from the first minute of contact.

Develop confidence in your ability to respond to every telephone enquiry in a way that achieves desired outcomes both for you and for the person who is calling you.

Learn the skills to deal expertly with difficult and aggressive behaviour on the telephone.

This course will equip you with expert telephone techniques and help you to respond positively rather than react to each call.

The approach is highly interactive and participative with extensive use made of case studies and role-plays.

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On completion of this course you will:

  • Understand your own preferred communication style
  • Identify the advantages and potential blind spots to your preferred communication style
  • Develop a telephone manner that is professional and effective
  • Speak with confidence, clarity and authority
  • Determine the needs of your customers and how to address them
  • Learn how to deal uniquely with each call to ensure effective communication
  • Understand the importance of returning calls and following up in a satisfactory manner
  • Learn how to respond assertively when dealing with aggressive customers on the telephone
  • Learn how to confidently manage your customer’s expectations
  • Implement a strategy to follow up with customers when you say you will
  • Know how to make a positive impression every time
  • Understand how to build relationships on the phone
  • Know how to apply your learnings practically in the future

Who should attend?

  • People who deal directly with customers, internal or external, on the phone or face-to-face, and who are new to the role
  • People who have been in a customer service role for a time and want to refresh their skills
  • Customer services team leaders and supervisors who want to coach their team members to be more effective
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