Customer service comes in many forms – face-to-face, written and on the telephone.

While many skills are common, often the first and most regular contact with customers is by telephone. This course will focus on developing strong customer service and phone management skills that will ensure that the first impression of your organisation is positive. It uses experiential activities including recording of participant’s voices, diagnosing recorded calls, self-diagnostic tools and real – life examples.

Learning Objectives

This workshop will enable learners to:

  • identify the elements of providing excellent customer service
  • speak clearly and positively to customers
  • listen actively and clarify customers’ needs
  • guide customer calls to a successful outcome
  • prepare well for inbound and outbound telephone calls
  • identify and satisfy the needs of callers
  • handle the questions, concerns and emotions of each customer
  • gain closure and commitment at the end of each call
  • build and maintain positive relationships with customers


Session 1: Client Service – Working Together
  • Exercise: Short scenario of a typical client contact incident – participants to identify how they would handle this client on the telephone
  • Debrief exercise, highlighting key elements (eg service charter, client expectations and needs, models of service, systems/people/procedures, good/poor service, moments of truth)
  • Assessing how your team’s client service could be enhanced
Session 2: Voice & Listening Skills
  • Importance of preparation and impact of first impressions
  • Use of clear & positive language, good tone & speed (exercise: to analyse participants’ voices)
  • Active listening skills – appropriate use of silence, questioning, empathy, paraphrasing and summarising
  • Guiding Skills – developing rapport, focusing discussion, bridging techniques (controlling the conversation)
Session 3: Phone Service Model
  • Being organised and prepared for the client call
  • Structure of inbound and outbound introductions
  • Telephone etiquette & procedures
  • Confirming your understanding of the clients’ needs
  • Offering options as benefits to client
  • Handling questions & concerns
  • Techniques for closing a call professionally
  • Importance of immediate follow-up
Session 4: Action Planning
  • Dealing with difficult clients
  • Diagnostic tools for analysing your own service skills
  • Techniques for transferring skills to the workplace

Target Audience

People who deal with internal or external clients.


One day (9.00am – 5.00pm)

Maximum Participants



Posted on

February 22, 2016