Essential Telephone Skills

This workshop covers the fundamentals of Customer Service. It’s a good starting point for new team members and a useful refresher for existing employees.

This workshop will help you deliver a 5-Star customer experience every time.

It takes approximately 3 seconds for a customer to form an impression of a company over the telephone and that impression is based initially on tone of voice then words. Therefore, the right impressions must be created every time in order for the customers to want to continue with the conversation.

Customers are the lifeblood of a business; all businesses need customers to thrive and to grow. The world we live in is constantly changing and our customer expectations are changing with it.

This workshop helps you understand and identify all the touch-points a customer has with your company before they make a purchase, throughout the sales process and beyond.

Building relationships with existing and potential customers while promoting products and/or services over the telephone, within a specific timeframe takes both skill and commitment.

This workshop focuses on why customers complain, how to handle difficult situations and maintain the ongoing relationship with your customer.

Business success depends on a customer-centric approach to service. This workshop explores why consistency across your organisation, together with external and internal communication are essential elements in a Customer Service Strategy.

This workshop looks at selling skills and techniques to up-sell or cross-sell products and services to existing customers.