Education and Training :: Customer Service

Winning Telephone Skills – Telephone Customer Service Training

"Once you hear what the customer is feeling, you are ready to effectively serve."
—C.W. Crutcher

The biggest challenge with doing business over the phone is that you cannot see the other person. And when we communicate orally with people, body language constitutes over 50 percent of the actual communication. So getting clear, accurate information over the telephone is especially challenging.

Fortunately, there are very effective steps we can take to minimize the impact of these missing nonverbals. This highly interactive workshop goes to the heart of developing the essential telephone skills necessary for you to communicate clearly to deal effectively with customers day after day.

In this workshop, participants gain insights and understanding to enable professional, respectful and positive telephone communications:

Identify what excellence in customer service means—personally and organizationally.
Understand how attitude impacts our ability to be of service.
Discover how and why it is critical to stay in control of the conversation.
Learn the essential skills necessary to be an active and effective listener.
Identify words and phrases that contribute to successful communication.
Discuss how speaking rate, volume and intonation impact our ability to be understood.
Learn effective service recovery strategies—how and when to use them.
Participate in workshop simulations to gain valuable personalized feedback.

Target audience

Frontline service personnel
Call center staff
Support staff

This workshop is ideal for:

Direct customer contact employees
Call centers, retail outlets, restaurants, professional services, hotels / motels, fitness centers

All participants who complete this course receive:

Certificate of Completion

For more information on NCSA's available workshops, contact us today.