Customer Service and Telephone Etiquette

Customer Service and Telephone Etiquette

Customer service is the ability to provide a service or product in the way that it has been promised and then aiming to exceed the customer’s expectations. Many companies have mission statements and value propositions that state their commitment to customer care, but is everyone in the business focused on customer care and do they have the necessary skills and knowledge to care for your customer?

Who should attend?

  • Customer Care Managers
  • Call Centre Managers and Staff
  • Customer Service Employees
  • Receptionists
  • Any employee who interacts with clients

Workshop Outline:

The Importance of Customer Service

  • What is excellent customer service?
  • Customer service principles to deliver excellent customer service
  • Most important elements of service delivery according to customers
  • Common principles in delivering exceptional customer service
  • Do’s of customer service
  • Nothing is sweeter than your own name
  • Customer service staff key competencies

What are the New Trends in Customer Care

  • New trends in customer care
  • The 4 c’s of customer care
  • The Rater principle
  • Service standards
  • Positive customer relationships – 10 customer care tips

Modern Telephone Management Skills

  • Telephone etiquette and powerful telephone tips
  • Answering calls
  • Making calls
  • Do’s of good telephone etiquette
  • Dont’s of good telephone etiquette
  • Zero tolerance examples
  • Positive scripting and ownership of conversations
  • The top 25 positive words and phrases
  • A South African case study August 2011

Effective Communication Skills

  • What is communication
  • The communication process
  • Types of communication
  • Non-verbal behaviours for effective communication
  • Barriers to effective communication
  • Active listening
  • Feedback
  • How to have a difficult conversation
  • E-mail etiquette rules
  • How to calm down angry people

Transactional Analysis as a Communication Tool

  • Transactional Analysis
  • Philosophy of TA
Contact Details

Contact Person: 

Liezl Westpfahl
Course Details

Course Duration: 

2 days


R4499.00 (ex VAT)