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Established 1976 - Over 40 Years in Business

Tel: 01992 633882

Customer Service Training Course: How to 'Wow' The Customer Over The Phone

How to create the 'Wow' factor using best practice standards to leave your customers feeling positive about their experience with you


Course Overview

This course is designed to give you the techniques and skills to 'wow' your customer over the phone by developing common best practise standards to enable you to project the right company image, build rapport and trust with the customer and deal with queries leaving your customer with a positive feeling about your business.

The aim of the course is to ensure that delegates acquire and develop the necessary skills, knowledge, techniques and motivations to provide professional, consistent and great customer service to their customers.

Role-plays and exercises are used throughout to enable delegates to practice their new skills.


Course Content
  • Project the Right Company Image - the importance of excellent customer service
  • Leaving the Customer with a positive feeling - creating a consistent professional introduction, good rapport and a positive impression
  • Establish needs with conversational questioning techniques, active listening and building commitment and trust
  • Develop common Best Practise Standards - 12 Golden Rules for giving World Class Service
  • Identifying Customer Types - adapt your approach to the key customer types
  • Identify Typical Complaints and Handle Objections
  • Deal with Difficult Customers and Situations - turning complaints into opportunities
  • Perfect Email Etiquette - writing appropriately for your audience and interpreting tone and meaning in emails


Further Courses to Consider


Who would benefit from this course

  • Anyone who speaks to customers on the telephone
  • Anyone new to a customer care role
  • Experienced staff in a customer contact role who wish to enhance their existing skills


Course Duration

This workshop is run in-house in 1 day, for up to 12 delegates. We can also take a detailed brief of your needs and develop the course to meet your specific objectives.

All our In-Company training programmes offer a flexible approach and can be tailored to incorporate your Company's terminology, culture and products using roleplays, case studies and exercises designed to reflect your business and training needs.

All course materials are supplied.



To be run in-house either at your premises or venue of your choice.
Click here for details of a Free Venue Finding Service.


For further details please contact us by
email or call us on 01992 633882.

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