Customer Focus on the Telephone (1 Day)

Professional & Personal Development

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Course Code: CUSTSKIL

Duration: 1 Day


You never get a second chance to make a first impression!

Your first ever contact with a customer will probably be over the phone. They will be forming an opinion of you from that moment – and that first impression can either have them keen to learn more about your products or services - or have them going elsewhere. Taking a professional approach to customer service on the telephone is therefore essential for retaining and developing business.


This programme is for you if your role involves telephone communication with customers, whether they are internal (colleagues and staff) or external (clients and the general public). You will learn to develop your telephone skills so that the image you portray reflects the professionalism of your organisation. This programme will also emphasise the role that each of us plays in creating excellent customer relations within our own organisations.


On completion of this course delegates will be able to:


Introduction and Objectives

Managing Customer Expectations

Effective Communication on the Telephone

Relationship Building

Handling Difficult Situations

Action planning

Review of Programme

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Dedicated Courses

Virtual - £1,135 for up to 8 delegates

Onsite - £1,350 for up to 10 delegates

Public Schedule Courses - N/A


Onsite prices are for courses in London. For other locations, trainer expenses will apply.

All prices displayed are exclusive of VAT.

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