McTimothy Associates

Effective Telephone Skills and Customer Care Effectiveness

Why Attend

The overall aim of this course is to equip participants with the essential skills and techniques to handle customer interactions effectively over the telephone. This course emphasizes the importance of telephone etiquette, active listening, and professional communication to ensure high levels of customer satisfaction. Participants will also learn how to resolve customer complaints, enhance their tone and delivery, and create lasting positive impressions that drive loyalty and repeat business.
In this course, participants will practice real-life scenarios, refine their customer service approaches, and develop the confidence needed to handle challenging situations with professionalism and ease.

195,000.0000 VAT

Event Date: 11/09/2025 – 12/09/2025

Total:

More Dates

28/03/2025 – 29/03/2025

Price: 195,000.0000 VAT

Course Objectives

By the end of this course, participants will be able to:

  1. Understand the importance of professional telephone etiquette in customer service.
  2. Develop active listening skills to identify customer needs and expectations.
  3. Apply effective communication techniques to deliver clear and concise messages.
  4. Manage difficult or dissatisfied customers with professionalism and empathy.
  5. Use positive language to build rapport and ensure customer satisfaction.
  6. Handle complaints and resolve issues while maintaining composure.

Target Audience

This course is designed for:

  • Customer service representatives.
  • Frontline staff who regularly handle telephone communication.
  • Sales professionals.
  • Anyone looking to improve their telephone and customer care skills.

Module 1: Fundamentals of Effective Telephone Communication

  • Understanding the importance of first impressions.
  • Essential components of professional telephone etiquette.
  • Common telephone mistakes to avoid.
  • Best practices for answering and transferring calls.

Module 2: Active Listening Skills

  • The role of active listening in customer care.
  • Techniques to identify customer needs and emotions.
  • Paraphrasing and clarifying for better understanding.
  • Overcoming barriers to effective listening.

Module 3: Professional Communication Techniques

  • Using the right tone, pitch, and pace on calls.
  • Crafting clear and concise messages.
  • The power of positive language and word choice.
  • Avoiding jargon and misunderstandings.

Module 4: Handling Difficult Conversations

  • Understanding customer complaints and their root causes.
  • Techniques for de-escalating angry or dissatisfied customers.
  • Strategies for staying calm under pressure.
  • Turning complaints into opportunities to strengthen relationships.

Module 5: Creating a Positive Customer Experience

  • Building rapport and trust over the phone.
  • Personalizing conversations to make customers feel valued.
  • Tips for exceeding customer expectations.
  • The role of follow-ups in enhancing customer satisfaction.

Module 6: Mastering Call Closures

  • Recapping conversations and confirming details.
  • Ending calls professionally with a positive impression.
  • Ensuring customer satisfaction before hanging up.

Module 7: Practical Exercises and Role-Playing

  • Simulated scenarios to practice handling different types of calls.
  • Real-time feedback on tone, delivery, and communication style.
  • Individual and group role-playing activities.

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