Tele Customer Service


This course will help participants learn to make the most of their telephone-­‐based work, including understanding the best ways to listen and be heard. Each phone interaction has elements of sales and customer service skills, which we will explore in detail throughout this energizing and practical three-­‐day workshop.

This workshop will help you teach participants:

  • The nuances of body language and verbal skills
  • Aspects of verbal communication such as tone, cadence, and pitch
  • Questioning and listening skills
  • How to deliver bad news and say “no”
  • Effective ways to negotiate
  • The importance of creating and delivering meaningful messages
  • Tools to facilitate their communication
  • The value of personalizing their interactions and developing relationships
  • Vocal techniques that will enhance their speech and communication ability
  • Personalized techniques for managing stress


Customer Service agents, Call center agents , Administrative Staff,
sales agents, receptionist.


Three days

Delivery Method

Instructor Led classroom based training. Training to he held at TopFloor inclusive of :-

  • trainer,
  • training manual,
  • certificate of participation,
  • note pads & pens,
  • Flip Chart,
  • Technical assistance on site,
  • Internet access,
  • Tea/Coffee station & Biscuits, Water, Sweets and Lunch

Course Overview

  • What’s Missing in Telephone Communication?
  • Verbal Communication Techniques
  • Who are Your Customers?
  • To Serve and Delight
  • Did You Hear Me?
  • Asking the Right Questions
  • Saying No
  • Sales by Phone
  • Taking Messages
  • Staying Out of Voice Mail Jail
  • Closing Down the Voice
  • Cold and Warm Calls
  • Developing a Script
  • Perfecting the Script
  • Going Above and Beyond
  • Handling Objections
  • Closing the Sale
  • Feelings
  • Changes in the Customer
  • Negotiation Techniques
  • It's More Than Just a Phase
  • High Impact Moments
  • Tips for Challenging Callers
  • Dealing with Difficult Customers
  • Phone Tag and Getting the Call Back
  • This is My Mentor
  • Stress Busting
  •  News from Within
  • Wrapping Up
  • Workshop Wrap-­‐Up