Professional Telephone Skills Course
Project a professional image and handle any telephone situation with confidence.
A practical one-day course covering telephone techniques, difficult callers and active listening.
Project a professional image and handle any telephone situation with confidence. A practical one-day course covering telephone techniques, difficult callers and active listening.
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Expert Trainers Experienced industry expert
- Class Size 1–8 in person or 1–6 online
- Support 28 days free helpdesk
- Cancellation 7 day cancellation
- Certificate Certificate of attendance
- Volume Discounts Save with Learning Pots
Professional Telephone Skills Course
Project a professional image and handle any telephone situation with confidence on this practical one-day course.
You'll learn how to make a great first impression over the phone, how to sound confident, caring and helpful on every call, how to answer, redirect and screen calls professionally and politely, how to handle difficult or upset callers without escalating the situation, how to communicate clearly and actively listen, how to take and leave effective messages, and how to adapt your communication style for different callers and contexts.
Private & team training
Request a quote for Professional Telephone Skills
This course isn’t on the public schedule right now. Request a quote and we’ll come back with dates, pricing, and delivery options — at our centre, live online, or at your venue.
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.
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.
The trainer was very knowledgeable, she gave plenty of useful examples and tips. The exercises allowed me to put the theory into practice.
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.
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