Customer Experience on the Telephone


Given the increased expectations of customers with regard to service delivery, it is ever more important to understand and manage customer's expectations and deliver a service that exceeds these. This training is aimed at increasing understanding of customers and their needs, and enhancing the different communication skills that can be brought to bear in dealing confidently and effectively in responding to them.

Who should attend?

Any manager, or member of staff who would like to improve the level of customer experience they offer on the telephone.


By the end of this course you will be able to:

• State what customers consider is a good customer experience on the telephone
• Describe the effects of a poor customer experience on the organisation and on the individual
• List the vital stages of an effective customer experience delivery on the telephone
• Successfully apply  listening, questioning and summarising skills to improve the outcome of communication with customers at different stages of customer experience delivery
• Recognise the difference between assertive, passive and aggressive behaviours
• Apply a six stage process to handling difficult customer situations on the telephone

Course Overview:

• Good customer experience from the customer's perspective
• Who are our customers and what are their expectations of us?
• Impact of poor customer care
• The customer's journey : how our skills and behaviours impact on service delivery and the customers experience
• Key skills in dealing with customers on the telephone
• Recognising assertive, aggressive and passive behaviours
• Six stage process for dealing with difficult customer situations
• Action Planning

Style of the Course:

The course is highly active and participative. During the workshop participants undertake activities, exercises and discussions to help them put what they learn into practice.

Course length:

One day Workshop 09.00 to 17.00 with an hour for lunch.

We can run this course for you in-company at favourable rates for 4 or more people. Please email us or call 01628 526535

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