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Customer Service and Sales Courses

Telephone Techniques Skills

Course Overview

The telephone is used as a very efficient way of closing a sale, making a purchase or converting complainers into loyal customers. It is essential that all telephone communication is of the highest standard of professionalism.

In face to face conversations, 38 % of impact is achieved through the voice: in telephone contact, that increases to 78%! So it’s important to convey the right image and professionalism through the voice.

This course has been designed for staff at all levels who communicate with customers and/or colleagues via the telephone and provides the skills and techniques required to maintain a confident, professional and friendly telephone manner.

Please note, this course can be delivered as virtual instructor led training (VILT), face to face, or it can be delivered with a blend of both formats. We will customise the content and duration in line with your learning and development requirements.

Typical learning outcomes

  • Handle customer calls with courtesy, enthusiasm and friendly efficiency
  • Develop a consistent company approach to telephone communications
  • Build rapport effectively
  • Learn how to demonstrate listening (and not just hearing)
  • Note caller needs, and respond with questions designed to elicit other information
  • Maintain a professional company image in all telephone activity
  • Be able to deal with difficult callers
  • Close calls by summarising outcomes and agreed actions
  • Develop a personal action plan

Course format options

  • In House Course
  • Prices available on request
  • Virtual

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