Course description
Telephone Courtesy And Customer Service
We all depend on phones every day, and we each have different phone communication styles. But few people realise how essential proper telephone techniques are to business. The fact is telephone skills are critical to quality customer service. Through this course, you will learn how to represent your company and satisfy the needs of customers through effective telephone usage
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Upcoming start dates
Suitability - Who should attend?
Target Students
This course is intended for customer service representatives and any client-facing employee who deals with customers.
Outcome / Qualification etc.
Upon successful completion of this course, students will be able to:
- course objectives
- understand quality customer service
- learn basic telephone skills
- improve basic telephone skills to professional
- understand customers
- use positive attitude
- create an action plan
Training Course Content
Lesson 1: Quality Customer Service
- Topic 1A: Quality Customer Service
- Topic 1B: Customer Service Is Everyone's Responsibility
- Topic 1C: Providing Added Service
- Topic 1D: Summary
Lesson 2: Basic Telephone Skills
- Topic 2A: Handling the Telephone
- Topic 2B: Answering the Telephone
- Topic 2C: Mastering Voice Inflection
- Topic 2D: Using Your Best Voice
- Topic 2E: Addressing the Caller
- Topic 2F: Making the Outbound Call
- Topic 2G: Practicing Effective Listening
- Topic 2H: Managing Telephone Messages
- Topic 2I:Closing the Conversation
Lesson 3: Professional Telephone Skills
- Topic 3A: Asking Questions
- Topic 3B: Learning to Negotiate
- Topic 3C: Making the Service Follow-Up Call Delivering Bad News
- Topic 3D: Avoiding Statements That Give the Wrong Impression
- Topic 3E: Managing Technology
Lesson 4: Understanding Customers
- Topic 4A: Manage Various Customer Behavior Styles
- Topic 4B: The Assertive Customer Wants Results
- Topic 4C: The Angry Customer Wants Action
- Topic 4D: The Amiable Customer Wants to Work Together
- Topic 4E: The Expressive Customer Wants to Be Engaged
- Topic 4F: The Analytical / Detail-Oriented Customer Wants Accuracy
- Topic 4G: Into Action: A Three-Step Plan
- Topic 4H: What about Your Behavioral Style?
Lesson 5: What Customers Want and the Role of Attitude
- Topic 5A: Take Time to Understand
- Topic 5B: Interpreting Customer Needs
- Topic 5C: Positive Attitude Is a CHOICE!
- Topic 5D: Attitude Is Your Key to Success
- Topic 5E: Your Personal Action Plan for a More Positive Attitude
Course delivery details
Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities
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Training at 15 locations, Your Office or Live Virtual
Expenses
Course fee: £228.00 + VAT