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Telephone skills 1

Telephone skills


In today’s world, phone calls play an important part in our everyday communications in both personal and professional roles. Phone conversations deny us the benefit of making eye contact or observing other's body language to make our interaction more effective. Therefore, it is of utmost importance to learn the skills necessary for handling a professional phone call and avoid misunderstandings and unnecessary challenges.

Who should attend?

This is a Level 1 course targeted at those delegates who are required to converse with colleagues, suppliers and customers by telephone. With the popularity of mobile phones, people are now available almost anywhere and at anytime and knowing how to handle phone calls has become more important than ever before.

Course content

Learning objectives

  • The positive language, the power of a good attitude

  • Solving the customer’s problem

  • Building customer loyalty

  • Projecting a professional image

  • Building rapport

  • Voice presentation skills

  • Understanding the power of the phone and how to use it to influence

  • Call planning and follow up

  • Active listening techniques, hearing the whole picture

  • Questioning and summarising skills

  • Dealing with difficult customers, handling complaints and angry customers.

  • Understand callers’ mentality and adopt effective strategies to become more comfortable in handling any situation

  • Handle emotionally charged conversations on the phone whilst staying in control

  • Handle your phone conversations professionally and leave a positive impression on the other person

  • Provide information clearly and efficiently while increasing retention and checking understanding

  • Control your tone and voice, adopt an ideal attitude and choose words carefully to present a positive image of yourself and your services.


“Customer service is one of the most important aspects of any business.”

telephone skills 2 Booking Form Online Enquiry

Duration: 1 day course

Venues: At your own offices or our luxury training venues in Cardiff, Newport (Nr Celtic Manor), Bristol or Swindon (Please state your choice of venue when booking)





£650 + VAT  




PRICE: £199