Telephone Skills and Customer Care

ICTD International Centre for Training and Development

ICTD International Centre for Training and Development

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Who should attend

This course is for receptionists, telephonists, secretaries, clerical staff and anyone who deals with customers regularly on the telephone.

About the course

This key course will give you the skills to provide customers and prospective customers with a first-class service over the phone.

With the aid of role plays, recording sessions and group activities you will learn the correct way to make a good first impression, take clear messages, listen effectively and handle problems with confidence.

## Course Objectives

  • Understand the need for customer care on the telephone
  • Develop a range of voice skills for creating a professional telephone manner
  • Improve your ability to organize calls and deal with difficult callers

## Course Outline

*The importance of customer-focused telephone skills * Identifying your company

  • Identifying yourself in a clear and friendly way

  • Using your voice to greater effect

Dealing with the inquiry

  • Listening

  • Questioning

  • Being empathetic

Handling difficult callers

  • Being assertive

  • Screening calls

** Your 'customers**

  • Who they are

  • How they see you

  • What they want from you

  • Customer care and customer service - two sides of the same coin

  • The values, vision and mission of your organization - how customer service helps achieve all three

  • The skills of providing good service in person and on the phone

  • Dealing with difficult customers and complaints

  • Telephone do's and Don'ts

  • Anger management

  • Building relationships

  • Assertiveness

  • A personal presentation

  • Listening skills

  • How to manage your time

  • A year of free support

Videos and materials

Telephone Skills and Customer Care at ICTD International Centre for Training and Development

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Disclaimer

Coursalytics is an independent platform to find, compare, and book executive courses. Coursalytics is not endorsed by, sponsored by, or otherwise affiliated with any business school or university.

Full disclaimer.

Because of COVID-19, many providers are cancelling or postponing in-person programs or providing online participation options.

We are happy to help you find a suitable online alternative.