Customer Service

Due to the impact of Coronavirus, our 'Effective Telephone Skills' training course, can also be delivered to groups via live webinar, or  delivered as an eLearning module. Contact the Training South West team to discuss further.  


Aims of the course

This training course provides an overview of how important customer service is over the telephone as well as how to analyse your current practices and improve upon them. As well as learning new techniques for over-the-phone communication, it further builds on current good practice.


Who will benefit from attending?

Anyone who deals with clients or end-users on the telephone needing to enhance their rapport building, communication and tele-presence skills.


Reference Nr.:
Experience Level:
Main Group


Participants will learn to:

  • Project a professional image when using the telephone as a mean of communication
  • Enhance key skills in assertiveness, listening and dealing with challenging callers
  • Master telephone etiquette in order to provide exceptional customer service


Key topics covered:

  • Nature of the call & choosing the most appropriate approach
  • Challenges of communicating by telephone
  • Factors of good and bad communication on the telephone
  • Essential preparation to take the call
  • 6 steps to an incoming call
  • Importance of first impressions and behaviours to avoid giving the wrong impression 
  • The 6 W’s of message taking
  • Questioning skills
  • Active listening skills
  • Factors of voice to add impact - Power, Pace, Pronunciation, Pitch
  • Tactics and tips to cope with anger and complaints
  • 3 steps to assertive behaviour
  • Skill practice to experience the telephone process in practice
  • Action planning

What's included?

The majority of our courses are customised and delivered in house.  Our standard fee for customised course delivery over the duration of a day is £950.00, which includes diagnostics, course customisation to ensure the course meets the specific needs of your organisation, materials and delivery to groups of up to 15 people.  This equates to a training investment of £65.00 per head. Certificates are issued upon completion of the training for all participants.