When you are working on the telephone, your communication skills are crucial to delivering effective customer service. This one-day investment will refresh and develop your verbal communication and listening skills to make your conversations easier and more effective.

On the telephone we have no visual cues to follow, such as facial expressions, body language etc. and the person on the other end cannot see ours either. We may be operating a system at the same time as we are talking on the telephone, so how well are we really listening?

Just one missed inflection can cause rapport to be lost and a call to escalate. This course will give you practical tips to be the best communicator you can be and keep customers delighted.

When you speak to a customer, you shape their impression of your entire organisation. Even in the most difficult situations you have the power to make the encounter better or worse.

Whether our customers are internal or external, the principles of outstanding customer care remain constant. To be successful, we must look after our customers and consistently exceed their expectations. This course unwraps what it takes to display a genuine service attitude, even when dealing with the most awkward customers or working under extreme pressure. With practical tips and examples, delegates will leave feeling inspired, motivated and capable of delivering outstanding customer service.

In this course you will learn practical solutions that you can apply back at work straightaway so that both you, your organisation and the customer benefit immediately.

We have never had such positive feedback. I will have no hesitation in recommending Ember Real Results to my colleagues and contacts in the future.

- Mike Taylor Key Account Manager United Utilities

Thoroughly enjoyable and useful. Hard to improve the format.

- SMART Telesales

Excellent trainer delivery.

- Carphone Warehouse