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Telephone Skills

Customer Care First
Course summary
Length: 4 hours
Location: London
Rating: (2 Reviews)
Course home page: Link
Course type: Open / Scheduled

Course description

Telephone Skills

Telephone Skills - 4 hours open / classroom training in London

This is an open / classroom training offered by Customer Service First in London. The programme will help delegates in learning how to give the best impression over the telephone through effective call handling skills.

This programme will help delegates to:

  • Listen attentively and evaluate ‘real-life’ customer service calls
  • Understand the importance and impact of effective call handling on the wider business
  • Explore how their mindset affects and influences their approach to difficult callers
  • Develop confidence in dealing with difficult callers
  • Explore effective communication skills and the impact they have on their calls
  • Practice questioning techniques to obtain relevant information in a way that builds confidence in their customers
  • Learn tips and techniques on how to build rapport over the telephone
  • Learn ‘best practice’ for handling calls in a professional, efficient manner

Download the Customer Care First Brochure here!

Suitability - Who should attend?

This classroom training is designed for Customer Service Representatives and Managers.

Outcome / Qualification etc.

This training will provide delegates with the ability to apply the acquired skills in a customer service environment.

Training Course Content

  • Listen to and evaluate ‘real-life’ customer service calls
  • Understand the importance and impact of effective call handling on the wider business
  • Explore how your mindset affects your approach to difficult callers
  • Develop confidence with your difficult callers
  • Explore effective communication skills and the impact they have on your calls
  • Practice questioning techniques to obtain relevant information in a way that builds confidence in your customers
  • Gain tips on how to build rapport over the telephone
  • Learn ‘best practice’ for handling calls in a professional, efficient manner

Expenses

The cost of this training programme is 125 GBP+VAT per delegate.

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About provider

Customer Care First

Customer Care First - Tailor-made and Ready-made In-house Customer Service Training across the UK

"A high standard of Customer Service and a Team that is excited to deliver it" - Customer Care First are passionate about helping companies to achieve and maintain this vision.   Customer Care First offers in-house Customer Service Training to companies across the...


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Contact info

Customer Care First


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www.customercarefirst.co.uk

Reviews

Christine B.   |   13/09/2018
The course allowed me to analyse my own telephone skills and how they needed to be improved. Having the chance to put my new skills into into pratice during the session, and then receiving feedback was unvaluable, as I now know what i need to do when i get back on the phones. The trainer was patient, knowledgeable and helped us all to unde...
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          (5)
Jack S.   |   04/09/2018
I didn’t realise how my initial handling of a call had such an impact on the rest of the call and in particular, a customers' approach towards me! This course increased my self-awareness and gave me some great tools to improve my call handling skills
          (5)
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Reviews
Telephone Skills
Course rating
          (5.0)
Based on 2 reviews
Be Inspired - watch the videos