This module is designed for people who use the telephone for their day-to day interaction with customers, suppliers or work colleagues.

Delegates will gain an understanding of important telephone techniques along with the key principles of customer service.

Program Contents

• Why is Customer Service Important?
• Who are our Customers?
• Understanding the needs of callers
• Customer care standards
• Communicating by Telephone
• Points of Difference – Telephone v Face to Face Communication
• The Golden Rules
• Using Your Voice Well
• Questioning to Gather Information
• Adopting Effective Listening Habits
• Telephone Techniques
• Answering Inbound Calls
• Re-Routing Calls
• Making Outbound Calls
• Leaving Professional Voice Messages
• Handling Awkward Callers
• Showing Empathy and Understanding
• Handling Irate Customers
• Dealing with Complaints
• Instant Role Play & Your Action Plans

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