Customer Service - on the Telephone

• Recognising the value of customer service roles
• Understanding different customer types (including internal customers)
• The full range of communication skills relative to telephone situations

• Use of voice, words and inflexion
• Using questioning skills to get the full picture
• Action plans to transfer the learning to get improved results in the workplace

• Increase productivity from telephone calls
• Improvement in customer perception of organisation
• Increase in customer satisfaction
• Reduction in customer complaints
• Stronger customer relationships

• Increased performance from the individual and their team
• More precise verbal communication
• Less misunderstanding
• Reduced conflict and confrontation
• Clearer communication
• Immediate business impact

• Exploring the role of customer service in your organisation
• Understanding customer types and expectations
• Managing and exceeding expectations
• Role-mapping customer relationships
• Exploring internal and external customers
• Exploring communication
• Identifying what can go wrong and how to avoid or resolve it
• The telephone as a communication aid
• Cautions and considerations

• The basics of taking & making calls
• Pick-up & response times
• Owning the call and taking responsibility
• Putting callers on hold
• Transferring calls
• Receiving transferred calls
• See it through to the end
• Developing questioning and listening skills
• Using the right questions
• Practicing applying the skills and knowledge

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1 day

Folder, workbook, handouts, pen and certificate of attendance

To suit you

Up to 12 people

Righttrack programmes are energetic, exciting and highly participative, which create an impact and motivate participants to learn and embrace change

We utilise a blend of learning methods: practice sessions, group workshops, scenario-driven learning, assignments, self managed learning, shared group learning, accelerated learning and structured group learning