Telephone Techniques

This is a 1 day course

1. See bottom of page for scheduled course dates.

2. If you have 4 or more delegates we can schedule a course for you, or run it in-house. Please contact us online or call us on 0115 9849940 for more details.

Who will benefit:

All staff who communicate with customers and colleagues by telephone.

Course Objectives:

By the end of the course participants will be able to:

  • Handle customer calls with courtesy, enthusiasm and friendly efficiency
  • Establish rapport effectively
  • Note caller needs, and respond with questions designed to elicit other information
  • Control calls
  • Close calls by summarising outcomes and agreed actions


    • Course Content:

    The Telephone Techniques course is made of of the following units:

    • Telephone Techniques: making and receiving telephone calls; giving and receiving feedback.
    • The Telephone Detective: understanding customers’ moods and feelings; using techniques to identify how to establish maximum rapport.
    • Projecting a Positive Image: identifying how to project a positive and pleasant personality; voice and manner; choosing words and phrases with care; holding and transferring calls; using techniques to minimise tension.
    • Problem Solving: the art of asking questions; call holding; transferring; how to react to different types of people.
    • Efficiency on the Telephone: taking complicated messages accurately; the importance of self-preparation; controlling a call effectively; using word drills to draw out callers’ requirements; identifying appropriate questioning techniques; assertiveness on the telephone.
    • Dealing with Angry Callers: adopting a positive attitude to complainers; helping the customer to save face; using techniques to convert complainers into loyal customers.
    • Course Method: the use of telephone role-play equipment will give participants the opportunity to practise telephone skills and relate to their own work situation.
    • Action Plan: participants plan and discuss what they will do on return to work.


    Scheduled Courses:

    This course is not currently scheduled. If you have a need for this course, please contact us, as we may be able to schedule it for you.



    For further details contact our sales team:
    Telephone: 0115 984 9940
    Fax: 0115 921 5352
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