Customer Service Telephone Skills

Overview

This course is aimed at customer service and support staff who need to provide an excellent experience over the telephone. From building rapport and effective questioning through to problem-solving and complaint handling, this course will have you covered.

Programme Outline

This programme is made up of 12 sessions.

• Best Practice Customer Service Over The Telephone
• Effective Listening Skills
• Effective Questioning Skills
• Handling Customer Complaints – Investigating On The Phone
• Handling Customer Concerns & Complaints – Responding On The Phone
• How To Answer A Call In The Right Way – First Impressions Count
• How To Build Rapport Over The Telephone
• How To Put Callers On Hold & Transferring Calls
• Taking Messages Over The Phone
• The 4 E’s Of Effective Telephone Communication
• The Challenges Faced With Telephone Communication
• The Importance Of Top Quality Telephone Skills

Objectives

This programme will help you to:

• Understand what excellent customer service looks like
• Create a memorable first impression
• Improve your questioning and listening skills
• Handle a complaint more effectively
• Communicate more effectively over the telephone