+ 44 (0) 845 450 7025


Course outline

86% of consumers stopped doing business with a company because of bad service, up from 59% four years ago. Some causes are: indifference of staff, having to repeat information, waiting too long to speak to someone and staff not understanding the customer or their value.

However, 50% of UK customers said they would spend more on products or services if the service was first class.  The challenge is, how to achieve first class service on the phone as this can make YOUR people stand out.

On this course, delegates learn:

  • Logical and emotional needs: What customers really need from the call
  • How to structure, focus and proactively manage a call from the first moment
  • Questioning and listening skills that get to the heart of the situation
  • To present solutions in a compelling way
  • The power of language: words that work and words that don’t
  • Creative problem solving and how to reassure customers
  • How to give a difficult message, say no and apologise in the right way
  • Handling customers’ reactions and helping them to feel in control
  • About achieving the best impression by the end of the call

This course will develop the skills of anyone who’d benefit from understanding the secrets of customer service on the phone.

Contact us if you’d like to find out more about this course. If it’s not exactly what you’re looking for, talk to us so we can advise on a course to suit you.


+44 (0) 845 450 7025 | enquiries@virada.co.uk

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