Customer Care inc Telephone Skills
This interactive Customer Care and Telephone Skills course provides delegates with the awareness and confidence to deliver outstanding customer service across all forms of communication. Using practical exercises, video clips, and real-world scenarios, the session explores communication styles, telephone etiquette, complaint handling, and managing conflict. Delegates will reflect on their own behaviour, develop active listening skills, and practise techniques to maintain professionalism even under pressure. Ideal for frontline staff across care, hospitality, and customer service roles.
| Course Number | Course Validity | Course Duration | Course Assessment | Course Accreditation | Course Approvals |
|---|---|---|---|---|---|
| S1 | 3 Years | 6 Hours | Continuous | - | - |
- Introduction and course overview
- Understanding customer care and service expectations
- Communication skills: verbal, non-verbal, and tone of voice
- Telephone manner and handling calls professionally
- Practical exercises: active listening, role-play, and feedback
- Managing complaints and customer triggers
- Conflict resolution and the Thomas-Kilmann model
- Personal development planning and course reflection
- Summary and evaluation
