Telephone Customer Service Skills
This highly successful programme is delivered using a unique training method – Phone Delivered Training™ (PDT™). See our delivery methods page.
Who will benefit: All phone workers, call & contact centre staff and help desk staff
Duration: A series of two-hour sessions
No. of delegates: Up to 6 delegates
Optional value-add services
- Pre and post training evaluation of customer service skills through call recording
- Phone coaching for each delegate between sessions encourages the delegates to practise skills and discuss problem areas
- Training Needs Analysis prior to design and delivery to establish exact requirements for maximum programme value
Programme content
- Being confident with callers
- The words and language we use
- Preparing for the call
- Building relationships
- How to close the call
- Handling difficult callers (frustrated, angry, impatient and upset callers)
- How to stop calls being escalated
- Taking it personally – how to cope with the stress
- Role-play scenarios (team specific)
- Listening skills
- How to say no when needed
- Team specific content
Benefits
Delegates will have:
- improved customer service levels
- reduced call escalations (taking ownership of the call)
- improved first time call resolution statistics
- increased motivation levels
- improved handling of difficult calls
- increased confidence levels
- practised skills using the phone training method – the medium in which they work
Contact us by email or by phone +44 (0)1491 411544 to discuss how we can work with you!
