Customer Care over the Telephone

1 Day Course

This course has been retired. Please view currently available Customer Service Skills Training Courses.


Course Outline (14 topics)

  • Establish personal objectives for the course
  • Personal experiences of customer service over the telephone
  • Portraying a positive image over the telephone
  • Personal assessment of your telephone skills
  • Meeting the expectations of our customers
  • The contribution of voice and content to the call
  • Structuring a call with a customer
  • The importance of the greeting
  • Building rapport
  • Handling challenging customers
  • Questioning techniques and listening skills
  • Projecting a positive, take action, attitude
  • Ways of making your customer feel valued and important
  • Completion of a personal action plan

Course PDF