Customer Care Excellence through Professional Phone Etiquette


Course introduction

Frustrated and burnt out trying to put on another smile for the never satisfied customer? Is service excellence all about pleasing the customer who only seems to want things his way? Isn't there a way to get customers and keep them for life without reading off a standard operating procedure? How can one manage difficult situation confidently instead of getting run down by the customer each time? This high energy, interactive workshop defies the conventional methods of "dos and don'ts" of service training. Recognising that true service can only come from the heart, participants walk away understand how it feels like to be in the customers' shoes and addresses how to exceed their needs all the time.

Target Audience

Customer service staff, frontline operations staff, telephone operators and receptionists, support staff, sales representatives and anyone who seeks to become a more effective and customer oriented person.

Course Outline


  •             Saying what you Mean and Meaning what you Say
  •             What you don’t say: The impact of vocal language.
  •             Putting the right words and phrases together.
  •             Asking the correct questions and answering the questions correctly.
  •             When the customer says “NO”.
  •             Active and emphatic listening techniques.

JUMPING IN WITH BOTH FEET– Relationship Building
  •             Interacting positively with your customers.
  •             Identifying, discerning and escalating customer needs.
  •             Making the customer feel valued.
  •             Maintaining ongoing relationships.
  •             Handling different customer types.

SAYING IT WITH A SMILE– Telephone Contacts
  •             Saying hello – The opener.
  •             Between hello and goodbye – Helping the customer.
  •             Saying goodbye: The closer.
  •             Group activities and role plays.

CALMING THE STORM– Difficult Customer Contacts
  •             What caused it – Identifying root causes.
  •             What can I do? Rectifying the situation.
  •             What can I say? Acknowledging and empathizing.
  •             What needs to be done? Fix what needs to be fixed.

CONFLICTS– The Fish Bone Strategy
  •             Diagnosing conflict.
  •             Using the fish bone diagram to analyse conflict causes and effects.
  •             The outcome relationship model to decipher the appropriate conflict management approach and negotiation skills.

CUSTOMER SERVICE– Service Recovery Techniques & Customer Retention
  •             7 steps to service recovery.
  •             Achieving customer loyalty.
  •             Group activities and role plays.

  •         Lecturing
  •         Group Discussion
  •         Self-Analysis
  •         Class Brainstorming
  •         Learning from a Partner
  •         Interactive Exercises
  •         Experiential learning
  •         Reflective Teaching
  •         Functional Context

Trainer Profile

Caroline Dawson

All of our Associate Trainers offer our high level of service therefore are subject to regular peer assessments and interview prior to joining our Institute. They must all be qualified and have relevant experience to an agreed level and are subjected to continual audit and evaluation. Strict internal assessment is implemented as an integral part of our quality control mechanism.