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Telephone Skills for Customer Service

Telephone skills for customer service


Giving outstanding customer service over the telephone is becoming an increasingly important issue for many organisations.

But using this medium to best effect takes great skill, careful preparation and the creation of effective ‘models’ and methods, perhaps even using formal approaches and scripts. This intensive one-day customer service improvement workshop has been designed specifically to help you with this. It takes you through a series of structured models and approaches, based on what works in practice. Telephone role-plays (with optional audio recording) can be run at regular intervals during the course. Alternatively, case studies and examples can be used.

Training objectives

This course will help those attending:

  • Delight customers
  • Develop a set of telephone techniques
  • Use the 4Cs model
  • Improve their questioning and listening skills
  • Gain customer engagement
  • Practise their skills
  • Prepare a personal action plan for improving customer service



A highly interactive one-day workshop involving:

  • High quality presentation and structured approach to learning
  • Many practical insights and methods
  • Individual and group participation, including role plays

The training is very practical and objective. Very clear and specific skills, models and techniques are covered. The goal is on improving things that are already working, not going over old ground. Participants will discuss and plan new approaches based on real-life examples taken from their own situations.


Special feature

This programme can be tailored to meet your specific requirements. Course participants will be asked to share relevant examples from their own personal experience.


The expert trainer

Graham specialises in providing high-quality consultancy, coaching and training in sales, sales management, customer service and personal productivity. He has a long career in sales and was a top-performing IT and solutions sales professional and sales manager. His most recent full-time role was as Managing Director of Sales Productivity and Development for Thomson Financial, helping develop a large European sales force.

His work has taken him all over the world and involved him in working closely with hundreds of different organisations from all business sectors, his client list including such organisations as BT, Vodafone, AT&T, Orange, Pfizer, GSK, Boots, Unilever, American Express, Thomas Cook, Apple, Sony, Motorola, Cisco, MFI, Barclays Bank, LIFFE, Abbey National, Prison Service, Home Office, Law Society, BBC, Daimler-Chrysler, Citroen, Weetabix, Nikon, Shell and many, many others. In addition he has written over twenty books published in several different countries, including Companies don’t succeed – people do!, 90 Brain Teasers for Trainers, Customer Service Games for Training, Sales Training Games, Telephone Tactics and Working Smarter.

Known internationally as both a trainer and a popular motivational speaker, he believes that effective learning has to be interactive and challenging. All his learning events are built around practical exercises, role play and case studies. His training style focuses not on just explaining new ideas or developing new skills, but also on motivating people to use them and to develop themselves as individuals. This approach gets results, as the following comments from course participants show:

‘Brilliant course, really interesting and very focused to my job role and day to day work.’

‘Took away some very good ideas that I can use every day… good examples too.’

‘Very confident in the subject, and amusing too. Made the course very interesting. A very clear sales model to use going forward.’

‘Full of useful hints and tips which I will apply to my job.’

‘Extremely well presented and structured’

‘A very intensive course and a lot of concrete tools provided.’

‘Useful data, tools and insights; engaging and interesting as always.’

‘Very good… contained everything we do on a regular basis and problems we have come across… the exercises made it very interesting too.’



Workshop outline

1   Introduction

  • Objectives and timings
  • Personal learning aims

2   The 4Cs model explained

  • A telephone skills model
  • Ways to improve telephone skills
  • The 4Cs model
  • How to delight customers – what they really want
  • Case studies and role-play

3   Connect and consult

  • Gaining credibility in the first few minutes
  • Your telephone voice and telephone tips and tricks
  • Using questions to solve problems quickly
  • Using high-impact questions
  • Active listening and summarising
  • Practical exercise: Call prompt sheet – Connect
  • Practical exercise: Call prompt sheet – Consult

4   Convince and commitment

  • The convince elements: solving the customer’s problems well
  • Presenting your point/solution, overcoming concerns and gaining agreement
  • Using ‘hot button’ statements to gain customer engagement
  • Uncovering customer questions, concerns and objections
  • Practical exercise: Call prompt sheet – Convince
  • Practical exercise: Call prompt sheet – Commit

5   Practice and planning

  • A series of structured role-plays, live calls or case studies to apply, test and refine call prompt sheets created earlier in the day
  • Review of voice skills

6   Summary and action plans

  • Review of personal objectives
  • Action plans and personal learning summary
  • Practical exercise: Learning Diary

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