Telephone Customer Services Certification

A customer’s experience of telephone-based service goes a long way in shaping their opinion of an organisation. Call centre and office staff are often the first, and sometimes only, point of contact, so their telephone manner must be professional and customer-centred.

This course gives you practical strategies to help you and your team identify customers’ needs and offer them appropriate solutions. You will also learn why taking a proactive, pre-emptive approach to customer service yields better outcomes than merely reacting to complaints or difficulties.

You will learn:

• Why telephone-based customer service is so important, and the steps you must follow to create a good first impression
• Eleven practical ways to improve your communication skills, understand your customer’s needs and reach a mutually satisfactory solution
• The advantages and disadvantages of telephone-based customer service

This course is part of our Business courses and sits within our wider CPD Courses collection for building workplace skills.