Quality | Innovative | Training


With the sharp increase in customer expectations, organisations and teams are now in a position where they have to deliver a quality of service that is higher than ever before. Many customer care programmes focus exclusively on practical skills without firstly uncovering and looking at ways to address customer needs, wants, expectations, insecurities and emotions. In this programme we start ‘from the ground up’ providing participants with the tools to be able to more effectively establish, meet and evaluate the achievement of outstanding customer service in particular using the telephone.

Who is Customer Care on the Telephone aimed at?

Anyone in the organisation responsible for customer care and who uses the telephone to do so, is committed to developing their current skills, and working more harmoniously with clients.

Course Length

1 day (can be run in half a day)

Learning Outcomes

By the end of this session participants will be able to:

  • More accurately establish customer needs
  • More thoroughly meet those needs
  • More effectively assess why a customers expectations haven’t been met
  • Improve the quality of service both they and their team are able to deliver.

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