Customer Care for Telephone Support Staff

This practical course provides students with the essential techniques they need to communicate successfully over the telephone. It will enable students to tune in to their callers' requirements and respond efficiently and effectively to their needs.

The course will also equip students with strategies for dealing with telephone complaints, using them instead as an opportunity to build customer loyalty. These skills are invaluable in promoting customer care and projecting a professional and dynamic image over the telephone.

At the end of the course, students will be able to:

  • Employ Effective Communication
  • Manage Your Own Communication
  • Receive Call Effectively
  • Handle Complaints
  • Be an Effective Caller
  • Build Rapport
  • Plan The Way Forward

This course is designed for students who want the opportunity to practise these skills in a 'safe' environment, and build their confidence so that they feel comfortable applying these techniques to a wide range of everyday business situations.

Delegates must have knowledge of a previous version of Microsoft Office, as well as be comfortable with the Windows environment.

All our public scheduled training courses offer delegates the following facilities which are all included at no extra cost: 

  • Mini Continental Breakfast, with a choice of Croissants, Pastries, Cereals, Juices, and of course Tea and Coffee
  • Buffet Lunch
  • A Selection of Soft Beverages are available throughout the Training Day
  • Full Course Manual (Official Curriculum Courseware for Technical Courses where Designated)
  • Course Exercise Files on CD\DVD or Online
  • Course Stationery Pack (Pen, Pencil and Paper)
  • Course Certificate (Vendor Accredited where Designated)
  • FREE Internet Access during your visit (Wi-Fi as Available)

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module by Spiral

Course Details:

Duration: 2 Days
Delivery: Instructor led
Type: Course
Setting: Classroom
Language: English
Audience: General User
Code: NEXTELCARE
Exam: -
Level: -

Associate Microsoft Trainer

Associate with Nexgenn

As a Microsoft Certified Learning Partner we have a commitment to our customers to provide the highest level of training standards possible. To this end we continue to seek out talented individuals with a natural flair for communicating technical subject matter to a wide variety of audiences.

With customers both here in the UK and Europe, we deliver classess in native english covering a wide spectrum of products.

We are always looking to add to our existing portfolio of trainers. You must already have achieved your MCT qualification and have some commercial training delivery experience. Perhaps you may have already chosen a specialist subject to focus on such as Microsoft SharePoint Server, SQL Server, System Center, Exchange Server or generalise in Windows Server – We’d like to hear from you.

In the first instance please send us your CV to our Human Resources department. Please also include a link to your online transcript.

Need to know more about our associate program, give us a call on 0845 600 6061