Customer Care Skills and Telephone Etiquette Training

Did you know that businesses lose an estimated $75 billion each year due to poor customer service? Providing excellent customer care not only fosters loyalty but also has a direct impact on a company's bottom line. So, remember, investing in exceptional customer service isn't just good practice—it's good business!

In a world where every interaction counts, mastering the art of Customer Care Skills and Telephone Etiquette is akin to wielding a superpower in the realm of business.

Join us in this journey towards mastery, where each module is a revelation, and each lesson a gem waiting to be uncovered. Elevate your customer service game and set yourself apart in a world where exceptional service is the ultimate currency.

Key Features:

• CPD Certified
• Instant e-certificate and hard copy dispatch by next working day
• Fully online, interactive course with audio voiceover
• Developed by qualified professionals in the field
• Self-paced learning and laptop, tablet, smartphone-friendly
• 24/7 Learning Assistance
• Discounts on bulk purchases

Digital certificate

Digital certificate - Included

Hard copy certificate

Hard copy certificate - Included

• Training Express Brochure - download

Course Curriculum

• Module 01: Introduction to Customer Service
• Module 02: What’s Different about Good Customer Service?
• Module 03: Customer Service Communication Strategies
• Module 04: Establishing Your Attitude
• Module 05: Identifying and Addressing Customer Needs
• Module 06: In-Person Customer Service
• Module 07: Providing Electronic Customer Service
• Module 08: Aspects of Phone Etiquette
• Module 09: Building Rapport Over the Phone
• Module 10: Inbound and Outbound Calls
• Module 11: Active Listening and Managing Tough Callers
• Module 12: Managing Interoffice Calls and Voicemail
• Module 13: Problem Solving over the Phone
• Module 14: Intra Organisation Dealings
• Module 15: Measuring Customer Service

Learning Outcomes:

• Understand fundamental principles of effective customer service communication strategies.
• Develop appropriate attitudes and behaviours for handling customer interactions professionally.
• Acquire skills to identify and fulfil diverse customer needs efficiently.
• Master telephone etiquette including rapport building and active listening techniques.
• Demonstrate proficiency in managing inbound and outbound calls effectively.
• Implement problem-solving strategies to resolve customer issues over the phone.

Accreditation

All of our courses, including this course are fully accredited, providing you with up-to-date skills and knowledge and helping you to become more competent and effective in your chosen field.

Certification

Once you’ve successfully completed your Course, you will immediately be sent your digital certificates. Also, you can have your printed certificate delivered by post (shipping cost £3.99). Our certifications have no expiry dates, although we recommend renewing them every 12 months.

Assessment

At the end of the course, there will be an online assessment, which you will need to pass to complete the course. Answers are marked instantly and automatically, allowing you to know straight away whether you have passed. If you haven’t, there’s no limit on the number of times you can take the final exam. All this is included in the one-time fee you paid for the course itself.

• Customer service representatives
• Call centre agents
• Receptionists
• Administrative assistants
• Sales associates

• Customer Service Representative
• Call Centre Operator
• Receptionist
• Sales Assistant
• Administrative Assistant
• Customer Experience Manager

Currently there are no Q&As for this course. Be the first to ask a question.