Professional Telephone Techniques

Who will benefit

Anybody who communicates with customers or colleagues by telephone.


Manage customer or colleague calls confidently and professionally with friendly enthusiasm. Acquire the skills for a consistently high standard of telephone behaviour.

Course Content

  • Review the essential knowledge, skills qualities for today’s customers
  • Create a professional and customer focussed approach on the telephone
  • Essential skills for handling calls professionally: Answering and dealing with incoming and outgoing calls, holding calls, transferring calls, message taking and closing calls
  • Using voice mail
  • Building rapport and developing customer understanding
  • Communication skills, voice, language, active listening and questioning techniques
  • Controlling the call
  • Managing difficult situations and managing emotions
  • Practical tips and ideas for handling difficult situations and angry callers
  • Action planning

Course Duration

1 Day

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