Customer care and telephone skills
Learn how to build rapport with customers and manage complex conversations over the phone.
Course summary
This course looks at the most common things that annoy people when they are experiencing poor customer service and examines the seven basic needs of clients.
You’ll learn to deal with distressed/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)
Live webinar
- Available for: Groups
- Duration: Half day
- Cost: £105+VAT | £95+VAT
- CPD points: 3
Face to face training
- Available for: Groups
- Duration: One day
- Cost: £180+VAT | £160+VAT
- CPD points: 6
Group bookings
You can book this course for groups of five or more people.
Contact us about group bookingsWhat this course covers
Face to face and webinar training includes:
poor customer service
identifying customers
customer care basics
key attitudes when dealing with customers
questioning skills
hypothetical scenarios
telephone skills
data protection
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 on the telephone)
start and end a conversation effectively
effectively give information
Who this training is for
Perhaps you’re a frontline staff member, who regularly deals with internal or external customers.
Continuing Professional Development
Gain points towards your professional development from the CPD Certification Service with Shelter training and events.
