Customer Care – Telephone – Certificate -Tutor Delivered

Customer Care Skills For Telephone Support Staff – ABSD Level 5 (IRL) Unit Certificate – Tutor-Delivered

Every phone call is an opportunity to create a positive customer experience — or a frustrating one.

For many customers, a telephone conversation is their most important interaction with an organisation. The way a member of staff answers the phone, listens, communicates and handles a difficult situation can make a lasting impression.

That’s why having the right telephone customer service skills is so important.

Our Customer Care Course for Telephone Support Staff is designed to give participants practical skills and techniques to communicate professionally, understand customer needs and deal confidently with challenging calls.

What will you learn?

The course focuses on the skills that telephone support staff can use immediately in their day-to-day work.

Participants will learn how to:

Provide effective and professional customer service over the telephone.
Understand and respond to customers’ needs and expectations.
Communicate clearly and professionally, even when conversations are difficult.
Recognise and overcome common barriers to effective communication.
Create a positive first impression from the moment a call is answered.
Handle complaints more effectively.
Deal confidently with irate, frustrated or difficult customers.
Turn challenging telephone interactions into more positive customer experiences.

Topics covered include:

The Power and Purpose of Customer Care
Understanding the Customer
Customer Needs and Expectations
The Keys to Effective Communication
Overcoming Barriers to Effective Communication
Professional Telephone Manner
Creating Positive Impressions
Dealing with Complaints and Irate Customers Over the Phone

Course delivery

The course runs over a single day from 9:30 am to 4:00 pm with a break from 1:00 pm to 2:00 pm and a short break at 11:00 am

The course is delivered live online by an experienced tutor.

You do not need any special program or app and a linked is emailed to you to join the course online.

We agree a date with you to deliver the course to you.

Why is this training important?

A customer may forget exactly what was said during a telephone call — but they are much less likely to forget how they were treated.

Well-trained telephone support staff can help an organisation build stronger customer relationships, resolve problems more effectively and ensure customers feel that their concerns are genuinely being heard and valued.

This course is therefore particularly relevant for anyone whose role involves regular telephone contact with customers, clients or members of the public.

Certification

On completion of the course participants are issued with the ABSD Awards Level 5 (IRL) Unit Certificate in Telephone Sales and Care Skills.

Invest in Yourself

Book this Level 5 (IRL) Unit Certificate course today and take the next step in your professional development.

Customer Care Skills For Telephone Support Staff – ABSD Level 5 (IRL) Unit Certificate – Tutor-Delivered

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