Customer Service on the Telephone

Course Outline

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 the course 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.

How long is the course?

1 day (can be run in half a day)

What will you learn?

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.


“Very good information and well delivered” – Finance Officer, Merseyside


Hello! We are able to offer the vast majority of our courses online in a virtual classroom via your preferred video conferencing platform. All of our course contents have been updated to reflect the current COVID-19 situation. To enquire about any of our courses to be delivered online please go to our ‘Contact Us’ page.