Customer care and telephone skills
Learn how to build rapport with customers and manage complex conversations over the phone.
Course summary
This course examines the seven basic needs of clients and the most common frustrations of people who are dealing with poor customer service.
You’ll learn to help distressed or difficult customers through positive language and active listening, implement strategies to prevent further upset and apply techniques using case studies.
Course information
Level: Introductory (Level 3)
Face to face training
- Available for: Groups
- Duration: One day
- CPD points: 6
Live webinar
- Available for: Individuals, groups
- Duration: Half day
- CPD points: 3
Individual bookings
| Date | Duration and time | Delivery and location | Cost Eligibility and discounts | Book Booking guidance |
| Tuesday 28 January 2025 | Half day 1:30pm – 4:30pm | Webinar | £110+VAT | £100+VAT | Book |
What this course covers
Face to face and webinar training includes:
what is poor customer service
identifying customer care basics and key attitudes when dealing with customers
developing your questioning and telephone skills
how to manage data protection considerations
What you'll learn
At the end of this training, you'll be able to:
describe the principles of effective customer care
use a three-stage process for structuring conversations
implement strategies for establishing rapport while maintaining boundaries
recognise the importance of non-verbal communication, even over the phone
start and end a conversation effectively
effectively give information
Who this training is for
You don't need any prior knowledge for this course.
You might work in a frontline role where you're required to deal with internal or external customers.
Continuing Professional Development
Gain points towards your professional development from the CPD Certification Service with Shelter training and events.
