Telephone Skills Training Course

The telephone skills training course provides practical and effective telephone skills and techniques to confidently answer calls, as well as how to professionally respond to telephone enquiries and handle complaints. 

The telephone is one of the most common methods of communication in the modern business world yet, probably because familiarity breeds contempt, it is often poorly used. On this course you will be given the chance to practice all of the skills necessary and also to build your confidence and assertiveness in the use of the telephone.

The telephone is one of the most common methods of communication in the modern business world yet, probably because familiarity breeds contempt, it is often poorly used.

You will learn effective telephone skills and techniques on our telephone skills training course, and cover key areas such as:

• Telephone etiquette when answering the phone
• Effective listening and questioning techniques
• Communication challenges and styles of communication
• Handling and responding to customer concerns

Professional telephone skills and techniques

• Importance of professional telephone skills
• Benefits of a more professional telephone manner
• Creating positive first impressions
• Building rapport

Communication challenges with the telephone

• Everyday challenges of telephone communication
• Role of non-verbal communication
• Gathering information

Answering the telephone

• Guidelines, tips and techniques when handling a call
• The verbal handshake
• Holding and transferring callers
• Using more positive language 

Communication skills on the telephone

• Getting the correct information from the caller
• Questioning techniques to maintain control
• Effective listening techniques
• Recording information
• Closing the call

Differing communication styles 

• Understanding different communication challenges
• Communication styles exercise
• How the different styles interact
• Adjusting to other styles of communication

Handling complaints and objections

• Pre-empting customers’ most frequent concerns
• Responding effectively to the complainant
• Handling the emotion in the complaint
• Responding to concerns and objections
• Dealing with angry, abusive and upset customers
• Escalating the complaint

Telephone practice

• Practice the effective use of the telephone
• Feedback and coaching on the practice
• Future skill development

Telephone practice

• Review of learning for the day and action planning for the future
• Course feedback

This course is suitable for:

• All telephone users – especially those coming into contact with internal or external customers and suppliers