Customer Service Telephone Skills

This CPD certified eLearning course on Customer Service Telephone Skills helps customer service and support teams deliver a professional, friendly experience on every call. You will learn to connect quickly, use clear language, and guide conversations so customers feel heard and helped.

You will practise structuring calls from greeting to close, use questions that uncover the real issue, and manage tone and pace to keep calls calm and productive. The course shows how to resolve issues with confidence, handle complaints, recover difficult situations, and protect the relationship.

Key topics include building rapport, active listening and questioning, positive language, call control and signposting, complaint handling and recovery, managing difficult callers, escalation and handover, clear next steps and follow up.

By the end, you will handle calls with clarity and empathy and leave customers feeling valued. You will turn service moments into loyalty and help your organisation stand out for the right reasons.

• Understand what excellent customer service looks like
• Create a memorable first impression
• Improve your questioning and listening skills

• Handle a complaint more effectively
• Communicate more effectively over the telephone

• Best Practice Customer Service Over The Telephone
• Effective Listening Skills
• Effective Questioning Skills
• Handling Customer Complaints – Investigating On The Phone
• Handling Customer Concerns & Complaints – Responding On The Phone
• How To Answer A Call In The Right Way – First Impressions Count

• How To Build Rapport Over The Telephone
• How To Put Callers On Hold & Transferring Calls
• Taking Messages Over The Phone
• The 4 E’s Of Effective Telephone Communication
• The Challenges Faced With Telephone Communication
• The Importance Of Top Quality Telephone Skills