Essential Telephone Techniques

Excellent telephone skills have become an integral part of successful business communication. As the volume of customer phone calls increase, the success and reputation of a business rely more and more on employees having the skills and confidence, to deal with customer enquiries effectively and professionally.


Who should attend?

This course is designed for all Customer facing staff who use the telephone as part of their job role.


Course Outline

* Customer Expectations 

* Preparation for Successful Telephone Calls

* Call Structure

* Elements of the Voice

* Professional Language

* Active Listening

* Asking the Right Questions

* Creating the Right Impresession

* Techniques for Dealing with ‘Difficult Phone Calls’

* Practical


Course Duration

One Day

9:30-4:30pm




Back to Training