Professional Telephone Skills Course
Professional Telephone Skills Course
Key Learning Points
Key Learning Points
- Create a confident and professional first impression
- Sound helpful and caring on every call
- Handle difficult and upset callers calmly
- Take and leave effective professional messages
- Adapt your communication style for any caller
Create a confident and professional first impressionIf attending an online course you must have a licensed copy of any software required and access to a suitable computer.
You need no previous experience to attend this course.
Who is this course for?
For anyone who regularly communicates by phone at work — including customer service teams, receptionists, administrators and sales professionals. No prior experience required.
Expert Trainers
Course leader is an experienced industry expert
Course Dates
Course Outline
Introduction
The importance of a good telephone manner
How different voices and tones create different impressions
Telephone techniques
Answering incoming calls
How to sound confident, caring and helpful
Creating a checklists of information and questions
Re-routing calls
Confidentiality
Importance of first impressions
Preparation and organisation
Making a positive first impression
Using your voice
Analysing your personal phone manner
Is the speed at which you talk, your pronunciation, and the quietness or loudness of your voice correct?
How to improve your phone manner
Making outgoing calls
Who to ask for?
How to introduce yourself
How to explain the purpose of your call
Screening calls
Assessing a call
Effective but polite questioning
Politely handling unwanted calls
Communicating by telephone
Learning to listen - it's not just what you say
When to ask open or closed questions
Understanding the varying needs of callers
Recognising when callers are stressed or unhappy
Dealing with difficult or unhappy people
Building a rapport with the caller
Taking messages
Use a message pad or a keyboard?
What information to take
Making sure the information is accurate
Ensuring you understand the message
What to do if you don't understand the message
Ensure the message reaches the correct person
Forwarding messages in a timely fashion
What not to say
Questions and answers
This course is only available as a private course. This allows you to choose the dates of your training and the location (in our training centre, onsite or at your offices). And, if you wish, we can tailor the content for you or your team. Please contact us for more details.
Career paths
Roles this course supports
People training on Professional Telephone Skills often work in the careers below.
Who attends?
Career Progressives
Professionals who wish to develop skills for their current role and companies who believe in developing their talent.
Career Changers
People seeking opportunities which require new skills. Industry relevant training for those pursuing a new role.
Graduates
Certified courses for those who have earned their theoretical stripes, but need to prove capability to future employers.
Learn Your Way
Face To Face
Learn face-to-face with expert mentors in a dynamic setting that inspires growth and confidence.
Live Online
Join remotely with expert mentors in real time — flexible, interactive learning that fits your lifestyle.
Team Training
Upskill your team together. Build your team and develop consistency, and collective confidence.
Three Steps To Success
Identify Your Path
Define your direction with purpose, aligning your learning journey to personal and career goals.
Learn With Experts
Gain practical insight from real-world experts who bring clarity, confidence, and momentum to your growth.
Earn Certification
Your certificate of attendance is proof of progress — benchmarking your skills and commitment to growth.
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