customer service and telephone communication skills course

objective

To assist participants to develop their telephone communication skills so they can provide a friendly, effective service to clients, as well as contributing to achieve business objectives.

topics

Understanding and assessing the impact you make over the telephone
The dynamics of effective communication
Becoming aware of vocal tones and communication habits that can create misunderstanding and negative reactions
Questioning and listening skills
Directing the conversation to a successful outcome
Creating rapport with clients who have different communication styles
Dealing with difficult or abusive clients
Overcoming barriers at work
Opening and closing the call professionally.

course style

Very participatory. 70% practical work with 30% theory. Tele-trainers (tape recorders and telephones) will be used so participants can hear their progress over the course.
Learning methods will be drawn from Neurolinguistic Programming (NLP) and Accelerated Learning (AL) to create a stimulating and memorable event.

outcomes

This course is an excellent tool for building customer service and telephone communication skills. The range of topics, tailored roleplays and style of training will ensure all participants benefit whatever their previous experience.

duration

Two days

number of trainers

Two

number of participants

Limited to 14 delegates to ensure individual attention.

what people have said about the customer service and telephone communication skills course

‘Very enjoyable – roleplay work was carried out sensitively and in a way that helped me to learn.’
Heather Rogers-Brown • Customer Service Assistant

‘Very good, informative and enjoyable, thank you.’
Sean Love • Customer Service Assistant

‘Before I came I was apprehensive. I enjoyed it much more than expected. I would be happy to come again.’
Judith Dawns • General Assistant

‘Everything covered was relevant to me. I’m looking forward to taking what I’ve learnt back to the office.’
Mark Burton • Operations Executive

The course formats have been written to provide a brief overview, as such they are a guide. All topics, content and delivery style are tailored to your requirements following an in-depth briefing meeting, prior to design and delivery.