Handling Difficult Customers on the Phone
Why is it important to provide good customer service on the telephone?
In today's competitive business world, both internal and external customers expect high quality not only in your products, but also in the level of customer service you provide.

On the phone, although you do not intend it, you could be perceived as being rude or insensitive. This is because you cannot rely on body language and facial expressions to help you convey your message. You can only use words and your tone of voice to convey your meaning.

What do you gain from this one-day workshop?
This one-day workshop focuses on the challenges in dealing with upset or difficult customers on the phone.

The workshop first takes you through essential telephone techniques you must possess. It then takes you through difficult customer service situations you may face in the course of your work, and how to handle these situations with poise and professionalism, while maintaining the goodwill and preserving the relationship with the customer.

You will also learn how to improve your telephone voice, and choose the best words and phrases to use, so that you can handle difficult customer situations confidently.

Workshop Objectives
  1. Know the implications of your telephone behaviour and its impact on the organisation's image.
  2. Understand the importance of good telephone techniques and learn to master them.
  3. Gain the confidence to speak professionally on the telephone.
  4. Improve your telephone voice and use words and phrases effectively.
  5. Acquire the correct mindset in handling difficult callers.
  6. Handle difficult callers and tricky situations confidently and competently on the telephone.

Workshop Highlights
Using the Phone Professionally
  • Extending a verbal handshake
  • Listening actively
  • The sound of service – voice, speech patterns, words and phrases

Responding to Negative Emotions on the Telephone
  • Who is serving?
  • The caller on a human level
  • Acknowledging the cause of unhappiness
  • Responding to people who don’t think you can help
  • Responding to people who insult your competence
  • Responding to angry or aggressive people
  • Transferring calls for unhappy customers
  • Handling the caller who won't quit

Closing the Conversation
  • Preparing the customer for what will happen next
  • Signing Off

Trainer: Jolynn Chow

In-Class Training

Venue: Royal Plaza on Scotts (or) Rendezvous Hotel Singapore (or similar)


TIME: 9am to 5pm

FEE: S$480 (no GST payable)

Contact Us

(65) 9633 1104

Email Us

Very interactive. Lots of important information on proper usage of telephone communication was shared and well received by all of us. (Participant from the Supreme Court of Singapore)