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Telephone Service Skills

About The Programme

More business is being conducted over the phone these days so your employees have to know how to effectively handle customer enquiries and how to make the right impression that gives them what they're looking for.

We all know that customers are incredibly sensitive about how they're treated. The level and quality of service that you provide directly affects whether or not they continue doing business with you. That's why it’s important for your organization to provide the best customer service experience possible.

Quick Info

Max. 25 person/class

11 Topics

Approx. 2 day(s)

Our Aims

Some of the biggest causes of conflict arise because employees haven’t mastered the basics of phone etiquette.

So that's why in this training program, we're going to provide you with the knowledge and strategies needed to provide an exceptional telephone customer service that makes your customers feel like they're actually being listened to, makes them feel valued and keeps them coming back for more.


Topics Covered in this Programme

The Importance of Listening In Customer Relationships

Open- & Close-Ended Questions: Get the Answers You Want

How to Convey Helpfulness & Professionalism

What's Your Listening Style?

How To Empathize With Customers

Dealing With Difficult Customers

What To Do When You Can't Answer A Query

How To Provide A Warm & Sincere Service

Keeping Your Cool When The Customer Can't

Getting Over Language Barriers

Messages: Leaving & Taking Them

You have questions? Contact us.

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