Telephone Customer Service Excellence Self-Learning Guide


Explore best practice techniques for delivering a first-class customer experience in a telephone customer service environment.

5 in stock (can be backordered)


Telephone Customer Excellence Self-Learning Guide

A detailed guide to best practice in telephone customer service.

The Telephone Customer Service Excellence Self-Learning Guide is perfect for call and contact centre agents and for anyone who regularly speaks to customers on the telephone.

The aim of the guide is to introduce you to best practice, proven approaches for helping and serving customers on the telephone.

Core areas of focus are:

  • The role and importance of a professional approach
  • Understanding Customers
  • Preparation
  • A process for success (Engage – Elicit – Execute)
  • Communication
  • Mind-set and hard work

The Telephone Customer Service Excellence Self-Learning Guide includes detailed descriptions and explanations of best practice models and theories, along with areas where you can make notes, record your thoughts, plan your approach and have a go at activities.

Please note this is a resource in Coachical.

Additional information


The Self-Learning Guide is an A4 paper size (210 x 297mm) ring-bound book.



Shipping Dimensions

230 x 330 x 30mm

Shipping Weight



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