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Customer Service: Over The Phone

Am I in a job that deals directly with customers over the telephone? Do I find it difficult to understand what they actually want at times? Why is it that my customers get irritated so quickly with me? My colleagues are getting great reviews and feedback, why am I not also? Do I know how to deal with difficult customers and customer complaints? Or do I just need to brush-up on my customer service and telephone communication skills?


  • Understand principles behind great telephone customer service
  • Review your employer’s customer service policy and customer service standards
  • Identify your natural style of dealing with customers in varying situations over the phone
  • Identify gaps in your natural style to becoming a great customer service representative
  • Practice various customer service scenarios and techniques to delight your customer over the phone
  • Evaluate and measure feedback

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This is a one day (or 2 half days) interactive Tutor-led workshop delivered as a class or as a one to one session.

The use of multi- media examples, peer review and self-assessment tools are incorporated into the workshop. Follow-up coaching can be requested to review your progress.

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