Improving Customer Care & Telephone Skills

Course Information

  • Course Code: EC003
  • Duration: 6 hours
  • Price: £150.00
  • Start Date: 01-Aug-19
  • Days: FRI
  • Times: 09:30-16:00
  • Delivery Type: PT

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Who is the course for?

This one day workshop is aimed at front line staff dealing with internal and external customers.

What will I study?

What will I study?

Some of the following topics are covered:

  • Understand the importance of delivering exceptional Customer Service
  • Understanding reasons for satisfaction and dissatisfaction
  • The importance of first impressions
  • Developing effective communication skills
  • Establishing and meeting the needs of customers
  • Using a tailored approach, assuming responsibility and ownership
  • Handling difficult customer interactions and complaints
  • Common misconceptions about difficult customers
  • Maintaining respect and co-operation
  • Understanding and responding to different behaviours
  • Strategies to achieve consistency and create a memorable experience
  • Techniques to add value
  • Maintaining a professional approach to improve overall customer service and communication


How will the course be delivered?

Through classroom based activities alongside a tutor and other delegates at a similar level.

  • Course Times: 9.30am - 4.00pm
  • Venue: Blackburn College (Business Suite)
  • Accreditation: Non-Accredited
  • Course fee includes refreshments, lunch and a Blackburn College Certificate of Attendance
Entry Requirements

Course Entry Criteria

No specific entry criteria for this course. All welcome.

How will I be assessed?
What can I do next?

See our website for our variety of courses on offer.

For more information

For more information about this course, contact our specialist team on 01254 29 25 00 or email

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