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Customer Service Training / Telephone Etiquette Training

This Customer Service and Telephone Etiquette Training is offered throughout South Africa
– Cape Town, Durban, East London, Johannesburg, Port Elizabeth –

Download a PDF of this CourseCustomer Service and Telephone Etiquette Training

Customer Service and Telephone Etiquette Training

Customer Service Training

This Customer Service and Telephone Etiquette Training
is suitable for all staff involved in customer service

Course Duration: 2 days NQF LEVEL: 4
Course Objective:

    This Customer Service and Telephone Etiquette Training Course – which is offered throughout South Africa – will:

  • Ensure that all employees in your organisation focus on being service champions
  • Build customer satisfaction, loyalty and retention
  • Increase bottom line results
Course content and outcomes:

   Through this Customer Service and Telephone Etiquette Training, delegates will learn:

  • Understanding the importance of internal and external customers
     –   The key: How to achieve an excellent Internal Customer Service Culture
     –   What does great internal customer service look like?
  • Building the culture of great service
     –   The principle of CARE
     –   What do organizations with high repeat business have in common?
     –   Killer phrases that destroy customer retention
     –   Teamwork and the service chain
     –   Analysing the service culture of your company
Customer Service and Telephone Etiquette Training
  • Telephone Etiquette
     –   First impressions formed on the phone
     –   Putting a smile in your voice
     –   Adopting a “yes we can” attitude
     –   The importance of tone of voice, pitch and rate of speech
     –   Time taken to answer
     –   Getting essential information to serve
     –   Questioning and probing techniques
     –   The dreaded “please hold”
     –   The dreaded “dead end” transfer
     –   Giving and taking messages
     –   Active listening skills
     –   Matching the communication style of your customer
  • Understanding the basic needs and expectations of customers
     –   The 4 basic needs of every customer
     –   The 3 V’s of communication
  • Adding even more value for your customers – and your business
     –   The 2 reasons people buy
     –   The “Feel Good” factor
     –   How else can we be of service?
  • Attitude and competencies essential for a customer-serving employee
     –   The importance of attitude & valuing yourself in customer service
     –   Attitude – sending out a positive attitude in every way
     –   Effective communication as a customer-serving employee
  • Techniques every customer serving employee should know to increase sales
     –   Effective enquiring
     –   Up-selling and cross-selling
     –   Selling benefits
  • Handling complaints and irate customers
     –   Why complaining customers are highly valuable
     –   The wise approach to take when faced with a customer complaint
     –   The 7 steps to dealing with angry customers

Click here to view our publicly scheduled training on Customer Service.

   To enrol delegates on this Customer Service and Telephone Etiquette Training Course, click on the link below:


Click here to register now


Click here to contact us


Click here for a list of our training programmes

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