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Telephone Skills and Customer Care – 1 day Live Remote course

12/01/22 at 9:30 am - 3:30 pm


If you or your staff have to deal with customers both face to face or over the telephone then effective Customer Care training is essential in enabling you to develop a Customer Caring or ‘Customers First’ attitude to delivering service effectively and consistently. Total Success run a one-day Telephone Skills and Customer Care course for those wishing to learn telephone etiquette and handling customers on the telephone.

We cover:

  • Projecting a professional image, building rapport, voice presentation skills.
  • Customer service essentials
  • Understanding the power of the phone and how to use it to influence
  • Call planning and follow up
  • Active listening techniques, hearing the whole picture.
  • Questioning and summarising skills
  • How to direct calls and not leave the customer hanging on
  • Putting your customers at ease
  • Time management on the telephone
  • Handling complaints and angry customers
  • Managing different customer behaviour
  • Recovery strategies and how to turn a complaint into a happy customer
  • The power of a good attitude
Full Course Details


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Telephone Skills and Customer Care - 1 day training course
£ 295.00 ex VAT


&Meetings, Cheapside
107 Cheapside
London, EC2V 6DN United Kingdom
0800 073 0499


Total Success Training