Customer Service on the Telephone

The purpose of the course:

In this competitive economy it is essential that you attract and keep clients. Customer Service is a critical part of this process.

A telephone conversation may be the only contact you have with your customers or incoming enquiries, it is therefore essential that you master the skills to keep the conversation flowing; obtain important information and ensure your customer - or potential customer - leaves the call with a good impression of your company.

Benefits to the organisation:

Ensure that employees portray a positive company image and deal with telephone callers effectively.
Improve the quality of your brand by increasing employee communication skills and confidence in handling customer enquiries.

Who is this course for?

This course is essential for anyone who is the first port of call for incoming enquiries and those who are in daily contact with customers over the telephone.

Topics covered:

  • Understanding communication skills - listening, questioning, clear language
  • How to communicate in the absence of face to face interaction
  • Body language - smile when you dial
  • Voice - tone, pace, words
  • Personality types - matching your language to the caller
  • Building personal confidence
  • Handling difficult callers
  • Understanding your company brand and goals
  • Surprise and delight the caller by exceeding expectations

By the end of the course, delegates will be able to:

  • Understand the importance of projecting a positive image to all callers internally and externally
  • Understand the need for excellent and professional call handling skills
  • Look forward to handling calls with confidence
  • Understand the importance of first impressions
  • Assertively handle difficult calls for positive outcome
  • Use communication skills to gather accurate information

For more information, or to book a place on this course, call us on 01908 733082 or email Chamber members can book online.






23rd Feb 2022

Developing Assertiveness Skills

Northamptonshire Chamber

09:30 – 17:00

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