Effective Customer Service Over the Phone

We will teach customer service specialists to communicate effectively over the phone - to structure and manage the conversation so that the customer feels heard, understood and receives a clear answer. We will help your team learn the techniques for talking to a dissatisfied customer and how to reduce stress in their daily work.

the training recommended for customers service specialists and managers

optimal number of participants – 10 employees

duration of the training: 4h x 3

70% of program are practical tasks

the training is available online

When do we recommend the training “Effective Customer Service Over the Phone”?

  • the number of dissatisfied customers is growing
  • you create or update a customer service standard

What is the training “Effective Customer Service Over the Phone” about?

“Effective Customer Service Over the Phone” is a training program that helps customer service specialists to acquire and develop communication skills for providing excellent client service.  Practical tasks included in the program allow participants to use the knowledge in practice and simulate conversation with a client under trainer supervision. Between training sessions, development tasks are planned for participants to train new skills in real work situations.

The program provides answers to the following questions:

  • what are the role and challenges of a customer service specialist?
  • what methods and techniques can be used in a conversation with a client?
  • how to structure a telephone conversation?
  • how to lead a conversation with an emotionally drawn client?
  • how to reduce stress?

Before the training, we customize its content according to the field and needs of the client. We make research about the daily situations of the client’s team and complement the training program with relevant cases and practical solutions.

What are the benefits for training participants?

  • understands the principles of effective customer service
  • learns the stages of the conversation and their goals
  • learns to lead a conversation with emotional clients

What are the benefits for the company?

  • customer conversations became shorter and effective
  • fewer misunderstandings and complaints, more loyal customers
  • reduced stress level that prevent employee burnout