Customer Handling on the Telephone

Course Description

This course highlights the need for excellent communication skills in a customer orientated environment, which leads to customer satisfaction, by promoting a service attitude. Delegates, who will be from a call centre/customer support environment, will develop an acute awareness of customer expectation and learn how to deliver exceptional service levels. Using a mixture of group interaction, trainer feedback and practical exercises including the use of telephone training equipment, delegates will gain confidence in mastering their new skills and improve their professionalism, communication and relationship with the customer.

Course Length: 1 day

Course Objectives:

By the end of the course delegates will be able to:

  • Identify what constitutes Customer Care
  • Manage customer expectations ensuring a positive outcome
  • Identify difficult customers and the effects they have
  • Deal effectively with complaints
  • Develop structured call handling skills
  • Describe and implement techniques to manage conflict and deal with aggressive customers
  • Overcome internal communication barrier


Course Content:

Customer Care

  • What is it?
  • Who are our customers?
  • Benefits of good customer
  • Hindrances and Skills


Handling Complaints

  • What makes customers angry?
    – The Triggers
  • What do they do?
  • How do they react
  • What are the repercussions?


Definitions and Effects of:

  • Anger
  • Rage
  • Assertiveness


Difficult Customers

  • The Common Types
  • Questions & Listening Skills


Customer Negotiation

  • Calming and negotiation techniques
  • P.A.C.R. Technique