telephone skills training courseTelephone Skills

Course Objectives

This one day training course aims to equip delegates with the essential skills for dealing with both internal and external customers on the telephone. The training has a ‘customer service' focus and provides tips and techniques which will lead to a successful approach when making and receiving calls.

Course Outline

  • The Telephone and your role
    • Standards and expectations
    • Planning telephone calls
    • Projecting the right company image
  • The Pitfalls and Benefits of the telephone
    • Sender / Receiver relationship
    • Signals and emotions
    • Case Study Exercise
  • Voice Control
    • Five key areas
    • Voice Exercise
    • Leaving voicemail messages
  • Telephone Guidelines and Courtesy
    • Telephone phrases
    • Hold, transfer and screen calls
    • Taking messages
    • Preparing to make outbound calls
  • Manage and control the ‘Waffler'
    • Re-gaining control and guiding the call
    • Effective questioning
  • Handling Difficult Callers
    • Assertive Telephone techniques
    • Empathetic Assertion
  • Action Plans

Our team are based in Kent but operate across the UK, delivering training sessions to your team. For more information on our courses or to discuss a bespoke training programme that you may require, please get in touch