Introduction to Telephone Skills

The telephone is central to many people’s day at work, especially in jobs such as Customer Service Advisor, Receptionist or Support Advisors.

In addition, more of us are using our mobiles at work and while working from home.

However, for whatever the reason and for whatever technology (landline, smartphone, VOIP) the chances are that you could benefit from refreshing your telephone skills.

Effective telephone communication skills will result in more productive relationships that lead to increased customer experience and retention, a better reputation and a better day at work.

Is This Course for Me?

This course is suitable for anyone who uses a phone for work to ensure their calls are professional and effective when communication to internal and external customers.

Course Content May Include

  • How to Serve People using the Phone
  • You as the communicator
  • You as the Receiver
  • You as the Caller
  • Building a Rapport
  • How to Deal with Common Scenarios

Learning Outcomes

  • The delegate will have both the necessary technical and interpersonal skills to carry out their role professionally.
  • Customers will certainly recognize when they’re being treated with courteousness, care, and consideration, which will translate to repeat business.
  • Effective use of the telephone will improve the organisation’s image
  • You’ll learn how to handle angry or difficult callers, how to establish rapport, how to obtain and provide information.
  • You’ll be able to handle clients over the phone using a manner that enables you to remain positive and do all that you can to satisfy their needs

What Happens On The Day?

  • Your one day course will commence at 9.30am and close at 4.30pm
  • Coffee will be served from 9.00am
  • You’ll receive all the learning materials you need.
  • You’ll receive a Post Training Action Plan to record personal action-oriented notes to help you apply your learning in the real world. 

The world hates changes, yet it is the only thing that has brought progress.

Charles Kettering (1876–1958) US automobile engineer.

He developed the electric starter in 1912 and went on to discover tetraethyl lead as an antiknock agent and to define the octane rating of fuels.

Contact Us

If you would like more information about our courses then book a meeting with one of our professional consultants. All you need to do is fill out the contact form on the left and one of our team will be in touch with you shortly. The more information you can provide the better we will be able to assist you with your query.



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