Great Minds, Always Changing

Telephone Skills

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 details

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





One Day

Course Requirements



Email the Training Team for more information and availability at