Outstanding Customer Care & Telephone Skills


The course is suitable for anyone who comes into contact with customers – either on the telephone or in person. It is of equal benefit to people new to customer care, and to those with more experience who wish to improve their skills.


By the end of this programme, the participants will be able to:

  • Develop essential customer service skills to meet and exceed customers’ expectations
  • Acquire a customer service mindset
  • Make a choice to provide customer service
  • Project a world-class, professional image of the company
  • Demonstrate a customer service approach
  • Understand how your own behavior affects the behavior of others
  • Demonstrate confidence and skill as a problem solver
  • Apply techniques to deal with difficult customers
  • Handle complaints and defuse conflict
  • Use the telephone professionally and productively


Good customer care is vital for your organisation's reputation. While many companies promise to deliver an incredible customer experience, some are better at delivering than others. Good customer care depends on staff acting with professionalism and self-confidence. This course will help improve your skills in listening to clients, users, supporters and colleagues and understanding their needs so that you can provide what they really want, where and when they want it.

This course is designed around six critical elements of customer service that, when the company lives them, bring customers back to experience service that outdoes the competition.

  • Customer Care
  • Why Bother With Customer Service
  • What’s In It For Me
  • Good, Bad And Ugly Customer Service
  • Exceptional Customer Care
  • Customer Perception
  • Little Things That Make A Big Difference
  • What Is Customer Service?
  • Introduction Of The Six Elements Of Customer Service
  • The First Element: A Customer Service Focus
  • Who Are Your Customers?
  • Customers Two Forms: Internal And External
  • Customers’ Basic Needs
  • Meeting Expectations
  • The Critical Areas That Customers Have Expectations For
  • Pre-Assignment Review
  • Review The Answers To The Pre-Assignment
  • Common Customer Service Assumptions
  • Setting Goals And Targets
  • Creating a Personal Vision Statement
  • Identifying Dreams and Setting Goals
  • My Dreams and Goals
  • Setting Long- And Short-Term Goals
  • The Second Critical Element – Defined In Your Organization
  • What Your Organization Expects Of You
  • How To Ensure That Standards Line Up With What Customers Expect
  • The Third Critical Element – Given Life By The Employees
  • Why Customer Service Must Be A Philosophy That Is Practiced By All Employees
  • Communication Skills
  • The Key Communication Skills
  • Empathy
  • Body Language
  • Asking Questions
  • Active Listening
  • Terrific Telephone Techniques
  • An Ideal Telephone Call
  • Greeting To The Conclusion
  • Placing A Caller On Hold
  • Taking A Message
  • Telephone Courtesy
  • Creating A Positive First Impression: Incoming And Outgoing Calls
  • The Power Of Using The Customer's Name
  • Handling Everyday Requests
  • Tips and Tricks
  • Dealing With Difficult Callers
  • A Mix-And-Match Exercise On Common Types Of Difficult Callers
  • Appropriate Responses
  • Dealing With Challenges Assertively
  • Unexpected Challenges That We Encounter Every Day
  • Develop Responses To Some Of These Issues
  • An Assertiveness Model
  • Dealing With Difficult People
  • Understand Difficult Behavior
  • Identify Some Coping Strategies
  • Getting to the Heart of the Matter
  • The Three F’s
  • Types of Difficult People
  • Dealing With Conflict
  • Five Ways To Deal With Conflict
  • The Fourth Critical Element – Be A Problem Solver
  • Reducing Conflict
  • A Six Step Plan For Solving Problems
  • Role Play
  • Seven Steps To Customer Problem Solving
  • A Plan Designed Specifically For Solving Customer Service Problems
  • Practice Using The Plan In A Role Play
  • A Six-Step Process That You Can Use To Turn Unhappy Customers Around
  • The Recovery Process
  • Handling Customer Complaints
  • Why Are Complaints Good For Business?
  • How To Make A Bad Situation Even Worse
  • Turning Complaints Around
  • Dealing With Hostility
  • Abusive Complainants
  • Managing Anger: Basic Do’s And Don’ts
  • ALERT Method
  • The Fifth Critical Element – Measure It
  • Ideas For Measuring Customer Service
  • Tools to Use
  • Measurement in Practice
  • The Sixth Critical Element – Reinforce It
  • Reinforcement Techniques
  • Ways To Keep A Customer Service Focus Strong
  • Power Talk - Powerful Phrases That Can Help Build A Positive Image
  • Dealing With Stress
  • Quick, Easy Ways To Destress In Any Place, At Any Time


  • Group Discussions
  • Group & Individual Exercises
  • Presentations
  • Analysis Of Real World Examples
  • Role Plays
  • Self-Assessments
  • Variety Of Games
  • Action Plan


"Excellent student-Tutor interaction."

Mr Ziyad, Customer Service Rep.



Find A Course


"The empathy and know your customer behind the design of the training is great!"

HR Manager, Strategic Thinking & Planning Course


"I am amazed by the quality of course"

Mr Michael, Supervisory Essentials Course


"Thank you for arranging for me to have this one-on-one class.  I think it was really the best option.  I was very happy with the day."

Ms Helen Redekopp, King Faisal Specialist Hospital & Research Centre - Business Succession Planning Course


Special Offers

SPECIAL OFFER: Book today for Customer Care for Customers With Special Needs Programme and save 30% for in-house programme.

click here

SPECIAL OFFERBook two places and get the third booking on the same course free of charge.

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