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 the first and often only point of contact, so their telephone manner must be professional and customer-centred.

This course will give you lots of practical strategies that will help you and your team identify customers’ needs and offer them appropriate solutions. You will also learn how and why taking a proactive or pre-emptive approach to customer service will yield 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 arrive at a mutually satisfactory solution
• The advantages and disadvantages of telephone-based customer service

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