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  • GREAT phone calls – How to have GREAT customer conversations over the telephone

GREAT phone calls – How to have GREAT customer conversations over the telephone

Despite the many ways of contacting companies digitally, telephone support is still the go-to choice for many customers. With easy service, fast resolution and direct contact with a human being a priority for many, it’s no surprise that 62% of customers still prefer to call an organisation. This session explores the specific skills that can make, rather than break, a telephone-based interaction.

How will it help?

Who should attend?

Anyone in a customer-facing role who has attended the GREAT customer service workshop.

What happens in it?

A highly interactive and practical session, using real scenarios relevant to your people in their role. Your people will learn three key strategies that will help them to have great customer conversations on the telephone, and have the opportunity to practise the strategies in the context of their everyday customer interactions.

How’s it delivered?

Option 1 – Face-to-face. A half-day session for a group of up to 12. 

Option 2 – Virtual. A 90-minute session for a group of up to 12. 

Session outline

This is the overview for the half-day, face-to-face session. Timings are approximate and will flex depending on the needs of the group. Virtual delivery follows the same content and sequence but with different timings and excludes the additional practise section.

1. Welcome to GREAT phone calls (30 mins)

2. Three strategies (90 mins)

BREAK (15 mins)

3. Practise (F2F only – 30 minutes)

4. Action plan and close (15 mins)

Multiple delivery formats and options
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Face-to-face delivery

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Virtual delivery

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Tailored solutions

Training Areas...

Leadership & management development

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Management & personal effectiveness

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Customer Service Training

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Boardroom effectiveness

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Maximum Coaching

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Specialist Subjects

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