Learning Outcomes:  

By the end of the session, learners will of covered, via discussion and activities:  

• What makes a phone call feel great as a customer
• What makes it feel frustrating
• Rating own confidence on phone and explore why
• Sharing best practice 
• First impressions & use of language
• The 5-Step call structure framework, including language and tone

Who’s it for: Team members & team managers

Workshop size: Maximum group size of 12 learners

Workshop duration:  3-hours

Workshop topics:

Understanding the importance of first impressions in a customer service role and their telephone communication skills

• Understand why phone manner matters (for customers and their own reputation)
• Sound more confident, warm and professional
• Know what to say when unsure
• Handle tricky calls without sounding defensive or dismissive
• Have phrases, structures and techniques they can use immediately
• Practice with real scenarios and recordings* 

Takeaway commitment:

• What’s one thing you’ll do differently tomorrow?
• Provided with a simple takeaway sheet

Training investment: Includes course design and in-person delivery. 

• Per three-hour workshop: Virtual £600. In person £650.

In-person delivery will have reasonable expenses added on. Please note, Garrett Learning is not currently registered for VAT.

Ready to book or have questions: 

If you’re ready to book or discuss the workshop session further, please contact Wendy to secure a training date or ask your questions by emailing at wendy@garrettlearning.co.uk or Whatapp: +44 7859 878 599 or book in a cuppa and chat here: https://scheduler.zoom.us/garrettlearning/1-1-cuppa-and-chat . Please note that content can be amended to suit the organisation’s needs.

Many thanks for considering Garrett Learning as your training partner. 

Together we can make a difference.