Learning Objectives & Outcome:

  • Demonstrate concept of exceptional customer service
  • Use effective service techniques over the phone.
  • Apply telephonic communication skills
  • Learn how to create the right impression of yourself and your company
  • Present a positive and lasting image while dealing with customers over the telephone
  • Understand and appreciate what it feels like to be on the other end of poor, good and excellent customer service
  • Identify the challenges of communicating by phone and how to overcome them
  • Learn how to develop a rapport with callers
  • Identify the best practices and telephone ‘etiquette’ when answering, holding or transferring calls


Course Highlight:

  • Creating a Professional image over the telephone
  • Telephone Communication
  • Importance of call center
  • Standard Script
  • Mock Calls
  • Call Monitoring
  • Questioning/Probing skills.
  • Active listening.
  • Structuring message.


Who should attend?

  • Call center agents/call center supervisor/ operators


Course Duration

  • 1 day course (customizable according to the need)