Customer Support via Telephone
Effective Workplace Communication: Phone Conversations and Customer Service
CORPORATE COURSES IN-PERSON OR ONLINE
Did you know that a single phone call can determine whether a customer remains loyal to your company or chooses a competitor?
In today’s world, telephone communication has become a powerful tool not only for attracting new customers but also for building trust and resolving complex situations.
In this practical seminar, you will learn how to create an exceptional customer experience through professional, empathetic, and effective phone communication, strengthening your organization’s reputation and results.
Part 1: Professional Phone Conversations as the Foundation of Customer Experience
Objective: Understand the importance of phone conversations in customer service and master the basic structure of a call.
The phone as the “voice” of the company: How customers form impressions of the organization
Call structure:
Greeting and listening to the customer
Clarifying the issue
Providing information or offering a solution
Conclusion – summarizing, ensuring understanding, and polite farewell
The importance of clear, simple, and courteous language
Choosing expressions: How to speak professionally and avoid phrases like “I don’t know” or “That’s not my job”
Telephone voice: Intonation, pace, and clarity
Part 2: Empathetic Communication and Active Listening
Objective: Develop the ability to effectively understand customer needs and respond empathetically.
Content:
Basics of active listening:
Asking clarifying questions
Confirming understanding (“If I understand correctly…”)
Expressing empathy and handling emotions:
How to respond to upset, dissatisfied, or confused customers
Practical aspects of emotional intelligence in phone communication
Working with passive customers:
How to encourage conversation
How to provide a sense of security for the customer
Part 3: Handling Complex Situations and Conflict Resolution
Objective: Gain practical skills in serving difficult customers and resolving problematic situations over the phone.
Content:
Telephone communication in crisis or complaint situations:
How to calm an angry customer
Turning a problem into a positive experience
Acknowledging mistakes and offering solutions:
Professional responsibility: Solving rather than making excuses
How to stay calm and focused on the customer in challenging situations
Common challenges and “difficult customers”: Practical scenarios and response strategies
* Before the seminar, in collaboration with the organization’s representatives, the program is tailored to the specific work characteristics and needs of the organization.
Target Audience: Customer service staff, HR managers, project managers, sales managers, and other interested parties.
SEMINAR FACILITATOR
Andrejs Kozlovs
Has trained over 5,000 participants on topics such as telemarketing, sales conversation management, customer service, client acquisition, and sales (Osram, Egis Poland (Poland), Osaühing KLEP (Estonia), Pears Health Cyber s.r.o., Amway Latvia, Vivus Latvia, DPA, etc.).
Using the latest communication methods, he has developed communication models for significant national projects such as Liepāja city concert hall “Lielais Dzintars,” EUROPASS CV, Study in Latvia, and others. He has led European Parliament projects and participated in the implementation of international projects.
Holds the highest academic degree in behaviorism and a master’s degree in public relations.
Over 13 years of experience as a manager and public relations specialist. Since 2005, he has been conducting seminars and training sessions for diverse audiences in Latvia and worldwide on topics such as leadership skills, stress and conflict management, procrastination, brain performance optimization, public relations, communication, telemarketing, public speaking, and more.
