Professional Customer Service and Telephone Skills

This is a 1 day course

1. See bottom of page for scheduled course dates.

2. If you have 4 or more delegates we can schedule a course for you, or run it in-house. Please contact us online or call us on 0115 984 9940 for more details.

Course Overview:
"A customer is the most important visitor on our premises; he is not dependant on us. We are dependant on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so", Ghandi. If any of this resonates with you or your organisation then this course is a must for you.

In this 1 day course you'll have the opportunity to exceed customer expectations, both face to face and over the telephone, by looking at the core skills of customer service.

Who's it for?
This is an introductory course for frontline staff with little or no formal training, who are in contact with external or internal customers.

What will I learn?
By the end of the course participants will be able to:

  • Adopt a professional telephone manner
  • Communicate assertively by taking control and directing the conversation
  • Deliver information positively by offering options and alternatives
  • Develop a range of versatile behaviours to use when dealing with difficult situations by:

    • Listening actively
    • Using empathy
    • Gathering relevant information through effective questioning
    • Finding solutions to concerns / problems quickly and efficiently
    • Speaking positively and assertively

    • Pre-course activity
    As part of the investment you're making by signing up to this course, we're inviting you to complete our Paradigm FiT In psychometric. Paradigm is based on 100 years of psychological research. The Paradigm assessment reports were developed, tested, refined and validated over an extensive period. This will provide, what we believe, to be the most practical and purpose built psychometric report available in the market today.

    What will it cover?

    Module One – What is excellent customer care?

    • Definitions
    • Internal versus external customers
    • Why customer care is important
    • Meeting customer expectations

    Module Two – Making a personal difference

    • How do you measure customer care?
    • Who makes the difference
    • Positive mental attitude
    • Presenting a positive image over the telephone
    • Using positive language

    Module Three – Gathering information & offering solutions

    • Asking the right questions
    • Skill of listening actively
    • Skills of summarising and clarifying

    Module Four – Dealing with difficult situations

    • How to give a ‘service’ no
    • Demonstrating empathy
    • Assertive techniques

    Scheduled Courses:
    This course is not currently scheduled. Please contact us for further details.


    Sitemap