Telephone Skills

The objective of this course is to raise the awareness of customer service on the telephone and to assist your employees in providing phone service excellence via good telephone technique.

What does the training cover?


The training course covers:


  • Nature of communication.

  • Choosing the most appropriate communication model.

  • Own personal communication style in business dealings with others.

  • Importance of first impressions from the caller's standpoint.

  • Giving callers the wrong impression.

  • Challenges of communicating by phone.

  • Developing rapport with callers.

  • Factors of good and bad communication on the telephone.

  • the 6 W's of message taking.

  • Active listening skills on the telephone.

  • Factors of voice to add impact.

  • Tactics and tips to cope with anger and complaints.

  • 3 steps to assertive behaviour.

  • 6 steps to an incoming phone call.

  • Skill practice.




1 day.


Who is it for?


All staff members who use the telephone as part of their normal duties.



Courses can be delivered at our Nuneaton training venue or at your own premises*.



* Customers must be able to provide suitable classroom and workspace facilities for the number of delegates booked.