Telephone Service Excellence

An impres­sive cus­tomer expe­ri­ence every time (1 day)

telephone service excellence

Exceed­ing cus­tomers’ expec­ta­tions is a tough job. It demands not only in-depth knowl­edge of the company’s ser­vices and prod­ucts, but also flaw­less com­mu­ni­ca­tion finesse — even with the most dif­fi­cult customers.

This means ser­vice rep­re­sen­ta­tives must the small thing right — at every stage of any enquiry or com­plaint.

Par­tic­i­pants will learn to iden­tify the many oppor­tu­ni­ties for ser­vice excel­lence dur­ing a call that can not only main­tain, but increase the customer’s loy­alty toward the company.

Who Needs to Attend

Admin­is­tra­tive staff, sales staff, front-line staff, exec­u­tives, call cen­tre agents, and any­one who reg­u­larly deals with stake­hold­ers on the phone


  1. Increase cus­tomer loy­alty by build­ing rap­port with callers.
  2. Lis­ten accu­rately for core concerns.
  3. Empathise with customer’s state and concerns.
  4. Turn a neg­a­tive call into a pos­i­tive experience.
  5. Dif­fuse caller anger and frustration
  6. Ask effec­tive questions.
  7. Fol­low through with ser­vice until the caller’s needs are met.
  8. Assume respon­si­bil­ity for solv­ing problems.
  9. Use cor­rect Eng­lish phras­ing and clear annunciation.
  10. Cre­ate enthu­si­asm and warmth through vocal variety.

Work­shop High­lights

Pos­i­tively First Class Service

  • Learn 5 areas that affect the customer’s per­cep­tion of service
  • Lis­ten accu­rately for customer’s concerns
  • Ask clear, con­sise, effec­tive questions
  • Use pos­i­tive lan­guage and vocal skills to pacify callers
  • Ensure that the caller’s con­cerns are — or will be — met
Han­dling Dif­fi­cult Calls

  • Iden­tify caller types and select an appro­pri­ate tactic
  • Dif­fuse negativity
  • Express com­mit­ment to solv­ing the caller’s concerns
  • Fol­low through and nav­i­gate toward a sat­is­fy­ing outcome
  • Reduce stress dur­ing a chal­leng­ing call
You are Your Voice

  • Iden­tify Brand language
  • Gen­er­ate a data­base of easy-to-use phrases
  • Pro­nounce with greater clarity
  • Vary pitch to sound more dynamic and professional
  • Cre­ate a great first and last impression
Fine-tuning the Flow

  • Work together for a com­mon goal
  • Analyse com­mon call structures
  • Craft Process Flow Charts for com­mon call scenarios
  • Cre­ate valu­able train­ing mate­ri­als for future use
  • Take greater own­er­ship for the struc­ture of calls


This work­shop is highly inter­ac­tive with active par­tic­i­pant prac­tice through­out. Par­tic­i­pants will share expe­ri­ence, role play, and ben­e­fit from pair and group activ­i­ties. Par­tic­i­pants will also receive a com­pre­hen­sive work­book and prizes along the way, includ­ing copies of Marianna’s best-selling Eng­lish Fast & Easy books.

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