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How to Deliver Exceptional Service on the Telephone

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- How to Deliver Exceptional Service on the Telephone -

Course Overview

To attract and retain customers in a highly competitive business environment, it is vital to meet their needs and make them feel valued every time they call. This is typically the responsibility of customer service representatives who may be the only direct contact your customers have with your organisation.


Knowing how to increase each customer’s satisfaction over the telephone makes you more valuable to your team and organisation, and it helps you achieve higher productivity. From a personal perspective, improving your telephone interactions with each caller also reduces stress and makes you feel like you have more control over your work.

How to Deliver Exceptional Service on the Telephone teaches the essential techniques you need to deliver exceptional customer service over the phone, so that you and your colleagues are better equipped to appropriately address customer’s concerns and ultimately preserve their loyalty.

Key Learning Outcomes

  • Actively listen to customers, so that they feel heard and understood
  • Speak clearly, so that customers can easily understand you
  • Convey an attitude of service during each stage of a call
  • Remain calm and professional when dealing with difficult situations
  • Know when to say no to customer requests and how to do it in a positive way.

Topics Covered

  • The importance of using empathetic language to show you sincerely care about a customer’s situation
  • How to clarify your understanding of what a customer wants or needs using your voice
  • How to interpret the nonverbal message in a customer’s statement, complaint or issue
  • Strategies for addressing complaints and resolving problems so that customers feel satisfied
  • Managing your own stress responses when dealing with upset, angry or vague customers
  • The six different stages of a service call, including what you need to do to ensure each experience is positive and helpful

Why Learn Online?

Learning new skills online can be perfect for organisations and employees for the following reasons:
  • You only have one or a few employees to train and develop (on a specific training topic)
  • Getting a trainer to your location could be difficult or cost-prohibitive
  • The employees you want to train work from home or are part-time
  • You don’t have the resources to cover for the employees you want to be trained, so allowing them to the training online means they won’t need to leave their work areas
  • Your training budget is limited, and online learning is more cost-effective
  • You want your people trained in a wide range of skills this year,’s online learning provides much better value to get everyone involved in learning and developing themselves.
  • Learn on a desktop
  • Watch on a Tablet
  • Take the training on a Smartphone
  • Develop skills at work or at home