Brilliant Telephone Customer Service

Brilliant Telephone Customer Service

Brilliant Telephone Customer Service Training!


This practical one-day telephone skills training course has a simple objective: to raise telephone skills standards by instructing, equipping and inspiring participants to delight customers at every telephone contact they have.

Participants will acquire essential telephone tools, skills and methods and identify areas for improvement during this telephone skills training.

Go to course outline

Training objectives – Telephone skills training

There are eight key learning points:

  • Establish the standards and systems that can make every customer feel special on the telephone – both customers and internal colleagues – at every encounter
  • Learn a range of professional telephone techniques, tools and skills to use to make customers feel valued and to deliver above expectations – building on the telephone skills you already have
  • Make a composed and confident impression on each and every call, so customers feel welcomed and well cared for, particularly when they have a problem
  • Personal skills for listening effectively and to enhance an understanding of what customers really want and expect, plus using the right words, phrases and polishing your telephone ‘voice’, and the use of voice tone to create rapport and empathy
  • Best practice in following up, whether by telephone or by email
  • Understand customer expectations and deliver more than you promise – go for the ‘wow!’
  • Maintain a positive attitude throughout the day, and make every call sound like your most important
  • Satisfy complainers, calm upset customers and regain confidence and goodwill


The course can be tailored to include any specialist topics such as advanced telephone skills, dealing with complaints, internal planning, etc, according to organisational need or the skill level of the participants.

costs – and we’ll give you an estimate of these costs before you commit. VAT is applicable.


Course outline

1   Introduction

  • Course objectives
    • To raise customer service and support standards
    • To instruct, equip and inspire participants to delight customers at every contact they have
  • Personal objectives – and introducing the ‘Learning diary’
  • Practical exercises

2   What is brilliant customer service?

  • Who’s doing it and how?
  • Customer service role models
  • Who is your customer?
  • The customer experience
  • What makes customers happy?
  • The two things every customer wants
  • Practical exercises

3   Making every customer feel SPECIAL

  • The SPECIAL model
    • Speed and time
    • Personal / personalise
    • Expectations – manage and exceed
    • Competence / courtesy
    • Information
    • Attitude
    • Long-term relationship and follow-through
  • Applying the SPECIAL qualities to your job
  • Qualities of customer service and support ‘superstars’
  • Practical exercises

4   Telephone communication skills for brilliant customer service

  • Understanding the telephone
  • Telephone voice
    • Tone
    • Pitch
    • Pace
    • Volume / power
  • The telephone model
    • Opening
    • Fact-finding
    • Agreeing
    • Closing
  • Establishing rapport
  • Questioning skills
  • Active listening
  • Managing expectations
  • Key words and phrases
  • Customer-friendly emails
  • We love problems!
  • Making it G..GREAT FUN!
  • Handling difficult situations
  • Staying calm
  • How to interrupt
  • Summarising and affirming
  • Leaving a message
  • Customers – walking adverts
  • Practical exercises

5   Pulling it all together

  • Action plans
  • Learning diary
  • Summary of key learning points


PDF icon Brilliant Telephone Customer Service

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