Telephone Techniques/Customer Service

25/07/2018 08:45 to 25/07/2018 12:30 2018-07-25 12:30 (Europe/London)

Course Price Quantity
Telephone Techniques/Customer Service
£ 100.00 100.0 GBP
Course Overview (Benefits)
This developing effective telephone skills training course will enable delegates to develop, or refresh, the techniques and skills required to make and take calls effectively. They will learn and practice methods for giving and receiving information logically and clearly, building rapport and dealing with difficult callers. The aim of this course is to ensure delegates can:

- Encourages people to critically reflect on their customer service skills and proactively solicit feedback
on their delivery in order to make sustainable improvements in their practice for the good of the
- The Telephone Techniques component looks at accuracy of message taking, techniques for handling
challenging/difficult callers, effective listening, right first time attitude, how to ensure you always have
the customer at the forefront of everything you do.
- We ask people to really think about their own approach to Customer Service: what sparks their
passion, what do they pride themselves in, how do they value people, how do they take personal
- We ask people to look at what their organisational values are – what does your employer expect from
you? What’s the company Mission Statement / Values / Vision / Strategy?
- We discuss what organisational policies and procedures they need to know about in order to deliver
excellent Customer Service.
- Group, paired and individual activities, purposely designed to elicit knowledge and to provoke
thinking, bringing experiences from the workplace
Course Requirements
Awarding Body: Alliance Learning Certificate
Course Content/Topics Covered
• The importance of excellent telephone skills
• Creating the right image
• Skills audit
• The communication process
• Overcoming barriers to communication
• Answering the phone and building rapport from the outset
• Controlling the call
• Effective questioning skills
• Effective listening skills
• Using positive language
• Being assertive on the phone
• Managing expectations
• Handling difficult callers effectively
• The do’s and don’ts of complaint handling
• Action planning
• Course review
Course Duration (days): 0.5
Target Group
This course is designed for all staff who answer the telephone.
Assessment and Certification
1. Complete a self-assessment questionnaire and reflection task.
2. Revisit and read all the relevant policies and procedures.
3. Ask a colleague to complete a “critical friend” assessment questionnaire.
The workbook needs to be completed and returned along with the declaration (mentioned below) from your employer within 2 weeks.
These 3 tasks will inform the individual's CPD which can then be taken forward by their manager in line with Organisational goals.
Method of Delivery:


From 25/07/2018 08:45
To 25/07/2018 12:30


Alliance Learning Training Ltd
The Hurst Building
Horwich Loco Estate

Greater Manchester
Post Code: BL6 5UE