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Courses > Business Skills Courses > Delight the Customer - Telephone Service Excellence
Delight the Customer - Telephone Service Excellence
Target Audience:  

This course is designed for individuals dealing with customers over the telephone on a day to day basis. It is appropriate for those looking to develop positive customer service skills and handle complaints and difficult situations over the telephone effectively.


Participants will discover how to improve communication and effectively engage, understand and resolve customer questions, issues and problems using a variety of questioning and listening techniques. They will learn how to deal with complaints and difficult callers, whilst staying in control and providing the best level of service possible.

  Duration: 1 Day
  Cost: £250 + VAT
  Course Date Location
  26/05/2017 Liverpool
l 05/07/2017 Bradford
  14/08/2017 Liverpool
  16/10/2017 Bradford
  08/11/2017 Liverpool

Module One - Introduction

  • How Do We See Customer Service

  • The Cost of Good & Bad Customer Service

  • The Value of Exceptional Customer Service

  • The Impact of ‘Word of Mouth’ & ‘Word of Mouse’ Feedback


Module Two - Communication

  • Johari’s Window

  • Barriers to Effective Telephone Communication

  • Rapport Building Techniques

  • Left Brain/Right Brain Theory
  • Using the Right Words

  • Enunciation, Inflection & Emphasis

  • The Art of Active Listening


Module Three - Call Handling

  • The Steps to Handling Calls Successfully

    • Preparation
    • Making Positive First & Last Impressions
    • Identifying the Callers Needs
    • Effective Questioning Techniques
    • The Information Funnel
    • Keeping the Caller Informed
    • Follow Up Actions

Module Four -  Angry & Difficult Callers

  • Why We Lose Control

  • Taking Responsibility to Fix the Problem

  • The Do’s & Don’ts

  • Angry Caller Types

  • Handling Angry & Difficult Caller Types


Module Five - Objection Handling 

  • Identifying & Exceeding Expectations

  • Realistic, Honest Solutions

  • Defusing a Crisis

  • Turning Dissatisfaction into Satisfaction

  • The Triple A Approach

    • Acknowledge, Assess, Alternatives
  • The “Can-Can” Method

    • Acknowledge, Can Do, What to Say Instead of No
  • Essential Skills & Etiquette