What do you learn in the Customer-focused Telephone Skills course?

You learn how to deal with customers on the telephone in a professional and customer-focused way. The course covers telephone etiquette, voice use, active listening, questioning and summarising techniques, customer-focused thinking and handling complaints. You practise with situations from your own working practice, so that you can apply what you have learned straight away.

Who is this telephone training course suitable for?

The course is suitable for anyone who regularly speaks to customers by telephone, such as staff working on a helpdesk, in customer service, planning or reception. You are also welcome if you are about to start a role involving a great deal of customer contact or if you want to sharpen your conversation skills.

Do I need prior knowledge for this course?

No, you do not need any specific prior knowledge. An open attitude to learning and a willingness to practise with your own conversations are enough to follow the course successfully.

How large is the group during the course?

We work with groups of no more than eight participants. That way everyone has enough room to practise, ask questions and receive personal feedback from the trainer.

Do I receive a certificate afterwards?

Yes, after completing the course you receive a Learnit certificate of attendance. This shows that you have taken the Customer-Focused Telephoning course.

Can this course also be delivered in-company?

Yes, Customer-Focused Telephoning can also be delivered in-company. In that case we tailor the programme to the types of conversations and target groups within your organisation. Contact us to discuss the options.

How do you improve your use of voice on the phone?

On the telephone, your voice is your most important instrument. Working on voice use starts with awareness: how do you sound at the moment, at what pace do you speak and what intonation do you use? During the course you practise with variation in pitch, speaking pace and pauses, so that your customer listens to you more attentively and you come across as friendlier and clearer.

What is the best way to deal with a complaint on the telephone?

Start by listening without interrupting and acknowledge the customer's feelings. Summarise what you hear, so that the customer feels understood. Then ask focused questions to clarify the situation and propose a concrete next step. Stay calm, even if the customer is angry, because your tone largely determines how the conversation develops.

What does customer-focused telephoning actually mean?

Customer-focused telephoning means conducting the conversation from the customer's perspective. You listen to what someone really needs, even when that need is not immediately stated clearly. You adapt your tone, pace and information to the person at the other end of the line and make sure the customer feels heard and helped, whatever the subject of the conversation.

How do you get to the question behind the question?

A customer's first question is often not the whole question. By asking open questions, summarising what you hear and probing further, you get to the real goal or problem. Ask questions such as 'what do you want to achieve with that?' or 'what matters most to you?'. This prevents you from answering a question the customer was not actually asking.

Why is active listening on the phone so important?

On the telephone you miss body language and eye contact, so all the information reaches you through what you hear. Active listening means that you follow not only the words, but also the tone, the hesitations and the underlying emotion. By using listening signals and summaries, you show the customer that you are genuinely present, which greatly increases trust and the quality of the conversation.

What does the Customer-Focused Telephone Skills course cost?

You will find the current price at the top right of this course page, together with the schedule, location and delivery format. For in-company or bespoke courses we are happy to provide a quotation on request.

Customer-Focused Telephone Skills course

Name: Customer-focused telephone skills
Price: 1250.0 EUR
Availability: InStock
Rating: 8.5 (18 reviews)

On the telephone you are your organisation's calling card. In this course you work on your voice, your listening technique and the way you handle customers and complaints, so that every conversation runs pleasantly and purposefully.

Description

A great deal of customer contact takes place over the telephone. The tone you set, the questions you ask and the way you listen determine whether a customer feels heard. And whether that customer comes back. Those who master these skills get more satisfaction out of their work and leave a strong impression on behalf of the organisation.

In the Customer-Focused Telephone Skills course you learn the basics of telephone communication. You consider what communication actually involves and get to work with effective questioning and listening techniques. You practise extensively, so that you can apply what you have learnt directly in your own working situation.

The entire telephone process is covered, from answering the call to closing the conversation. You learn to use your voice consciously, to uncover the customer's real question, and to handle difficult situations such as complaints calmly and with a focus on solutions.

Topics

Applying communication techniques consciously and with a customer focus
Telephone etiquette from start to finish
Active listening and asking follow-up questions
Showing interest and creating rapport in a conversation
Questioning techniques: open, closed and leading
Summarising and uncovering the question behind the question
Dealing effectively with complaints
Customer-focused thinking from the customer's perspective
Using your voice and intonation consciously
Informing and advising on the phone

Result

After this course, you will know how to handle every phone call in a customer-focused way. You will know the do's and don'ts of customer contact, you will understand how your own behaviour influences the customer's experience, and you will use your voice and language deliberately. You will get to the customer's real question, switch more easily between the customer's perspective and your own role, and handle complaints calmly and constructively.

Target audience

This course suits anyone who speaks to customers on the phone daily or regularly, such as helpdesk, customer service or planning staff. It is also right for you if you are about to start a role involving a lot of contact, want to sharpen your telephone skills, do not enjoy making calls or want to handle complaints more comfortably.

Teaching method

Tailoring is central. Through an intake, the trainer maps out your personal learning objectives and adapts the programme accordingly. We work in a safe atmosphere, because experimenting with new behaviour works best when you feel at ease. You learn above all by doing and experiencing, with plenty of practice and immediate feedback. The group has a maximum of eight participants, so that everyone has enough room to practise.

Prior knowledge

No specific prior knowledge is required. An open attitude and the willingness to practise with your own conversations are enough.

In-company

Would you like to organise this training for a whole group or several groups? This can be cost-effective. For example, we can tailor the content entirely to your organisation, and training a whole group is also cheaper.

Are you looking at large numbers of participants or a complete academy? That involves a great deal. Consider planning and communication, for example, or identifying and agreeing the objectives and content of the training. Or differences in level, feedback mechanisms and safeguarding. Fortunately, Learnit has extensive experience in this field (more than 25 years) and we are happy to help you through this process.

Request a quote

Language

The training is given in Dutch as standard. The trainer has a good command of English. English-language course material can be used. With a minimum enrolment of 3 participants, the training can also be given entirely in English.

Number of days:

2 days

Course times:

from 10 am to 5 pm

Study load:

14 hours

Education level:

This training is suitable for all levels.

Exemptions:

Exemptions do not apply to this course.

Preparation time:

No preparation time applies to this course.

Certificate:

At the end of the course, a certificate is issued as proof of participation.

The best training for you

At Learnit you will always find a course that takes you further. From (technical) IT skills to communication or personal leadership. You can also choose the training format that suits you best: a classroom course, a tailor-made course at your own office, an online course or an e-learning. We have the right course and the right format for everyone. Because learning in the way that suits you best delivers the best results.

Moving forward together

Taking a training course at Learnit means learning together. Together with your experienced trainer, together with your course group or together with your colleagues. And whether you take the training at home, at your office or at one of our training locations, we are always available to help you. To share our knowledge with you in a way that is genuinely useful to you. Getting further together through personal attention and understanding each other well; that is what we believe in.

Apply it directly in your work

Learning theory from a book that you can then hardly use in your work? Not at Learnit! Whichever training you take with us, you can put it to use at your workplace straight away. Because of the unique learning objectives you set together with the trainer at the start of the training. Because of the alternation between theory and (interactive) practical assignments. And by bringing the challenges you face in your daily work along to the training.