About this course

This workshop is highly interactive with lots of opportunity to practise and receive feedback. Participants will learn a range of strategies to manage different customer interactions and project a professional, positive image.

Who should attend?

Frontline staff who deal with internal or external customers over the telephone.


  • Feel more confident handling customers over the telephone
  • Know how to make a positive impression on your customers
  • Have techniques to deal with challenging situations on the telephone

Learning Objectives

  • Explore how to create a positive first impression
  • Practice methods to communicate with customers
  • Learn strategies for handling a range of customer requests

Course Outline

Service excellence on the telephone

  • Using your voice
  • Making a positive first impression
  • Connecting with your customer

Handling customer requests

  • Using appropriate customer service language
  • Making the most of your voice
  • Listening actively
  • Leaving a lasting impression

Declining customer requests

  • Using the LEAP technique
  • Saying no in a positive and friendly way
  • Pacifying angry customers