Brilliant Telephone Customer Service

Brilliant Telephone based Customer Service!


This practical one-day course has a simple objective: to raise customer service and support standards by instructing, equipping and inspiring participants to delight customers at every telephone contact they have.

Participants will acquire essential telephone tools, skills and methods and identify areas for improvement.

Go to course outline

Training objectives

There are eight key learning points:

  • Establish the standards and systems that can make every customer feel special on the telephone – both customers and internal colleagues – at every encounter
  • Learn a range of professional telephone techniques, tools and skills to use to make customers feel valued and to deliver above expectations – building on the telephone skills you already have
  • Make a composed and confident impression on each and every call, so customers feel welcomed and well cared for, particularly when they have a problem
  • Personal skills for listening effectively and to enhance an understanding of what customers really want and expect, plus using the right words, phrases and polishing your telephone ‘voice’, and the use of voice tone to create rapport and empathy
  • Best practice in following up, whether by telephone or by email
  • Understand customer expectations and deliver more than you promise – go for the ‘wow!’
  • Maintain a positive attitude throughout the day, and make every call sound like your most important
  • Satisfy complainers, calm upset customers and regain confidence and goodwill

A unique feature of the course is that it addresses both the standards and the skills people use over and above their technical knowledge. The course features the SPECIAL model:

Speed and Time

Personal and personalised

Expectations – manage and exceed

Competence and courtesy



Long-term relationship and follow-through

Each of these points is related explicitly to the jobs the course participants do and their interaction with customers on the telephone.

The course also takes participants through a four-step model so that they can apply a structured approach to all their calls. The model highlights a variety of essential skills, including how to establish rapport, when to use each of the four different types of questioning, active listening and how to manage expectations.


This course is ideal for all those who work either at the front line of customer service delivery, using the telephone and email, or within the customer value chain.

The course is suitable for all sectors – large and small organisations, private and public sector, not for profit, UK and international.


The training is very practical and objective. Very clear and specific skills, models and techniques are covered. The focus is on improving things that are already working, not going over old ground. Participants will discuss and plan new approaches to real-life examples taken from their own situations

Each element of the course includes:

  • High-quality training presentation
  • Group exercises and team activities
  • High degree of participation and interaction

The course includes regular discussion, planning and other practical exercises to develop and practise the skills and methods presented. Presentation and exercises can be tailored to specific situations from participants’ work. The style is up-beat and motivational.

Special features

The course can be tailored to include any specialist topics such as advanced telephone skills, dealing with complaints, internal planning, etc, according to organisational need or the skill level of the participants.


Please contact us for a free quotation or more details.

Contact form or ​call: 020 3289 7704 / 07515 851691

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Course outline

1   Introduction

  • Course objectives
    • To raise customer service and support standards
    • To instruct, equip and inspire participants to delight customers at every contact they have
  • Personal objectives – and introducing the ‘Learning diary’
  • Practical exercises

2   What is brilliant customer service?

  • Who’s doing it and how?
  • Customer service role models
  • Who is your customer?
  • The customer experience
  • What makes customers happy?
  • The two things every customer wants
  • Practical exercises

3   Making every customer feel SPECIAL

  • The SPECIAL model
    • Speed and time
    • Personal / personalise
    • Expectations – manage and exceed
    • Competence / courtesy
    • Information
    • Attitude
    • Long-term relationship and follow-through
  • Applying the SPECIAL qualities to your job
  • Qualities of customer service and support ‘superstars’
  • Practical exercises

4   Telephone communication skills for brilliant customer service

  • Understanding the telephone
  • Telephone voice
    • Tone
    • Pitch
    • Pace
    • Volume / power
  • The telephone model
    • Opening
    • Fact-finding
    • Agreeing
    • Closing
  • Establishing rapport
  • Questioning skills
  • Active listening
  • Managing expectations
  • Key words and phrases
  • Customer-friendly emails
  • We love problems!
  • Making it G..GREAT FUN!
  • Handling difficult situations
  • Staying calm
  • How to interrupt
  • Summarising and affirming
  • Leaving a message
  • Customers – walking adverts
  • Practical exercises

5   Pulling it all together

  • Action plans
  • Learning diary
  • Summary of key learning points


PDF icon Brilliant Telephone Customer Service

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