Customer Service

  and Telephone



This workshop provides the knowledge and skills required to provide excellent customer service.

Through interactive learning and practical techniques, this workshop explores sound strategies to improve your telephone skills to deal effectively with potential and existing clients confidently and courteously.


Learning outcomes and course content

  • Communicate professionally and sensitively
  • Professional boundaries
  • Effective and high quality customer service
  • Assess your communication skills and recognise areas for improvement
  • Listening skills
  • Effective questioning techniques to gather information and respond appropriately
  • Strategies to deal with difficult behaviour and/or situations of conflict



Key Details

Duration: Half day

Recommended audience:
Front-line customer service staff dealing with clients and customers via phone

Maximum Participants: 12



NSW Capability Framework Alignment

Personal Attributes1



Results1   People Management1





 “A clear, interactive and informative course.”



Specialist trainers in:

Writing Job Applications & Interview Skills

Merit Assessment


Communication Skills

Customer Service



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