Telephone Skills Training (half day)

If you think about the role of the telephone where you work the chances are it would be difficult to conduct business without it.  While there may be opportunities to meet customers face to face, the telephone is used for a vast number of customer contacts. Very often the telephone is the first point of contact.

On an average day, do you know what percentage of your clients receive service over the telephone compared with face to face contact?  In some companies it is not unusual to have more than 80% of customers make contact by telephone.

It is important that all service professionals who deal with customers over the telephone, know how to deliver service excellence efficiently and effectively.  You don’t get a second chance to make a first impression!  If staff are not trained on telephone etiquette, how much business could your organisation be losing?

In this workshop, through self- assessment, facilitated discussion, individual and group activities we explore the importance of the telephone in your organisation and learn about telephone techniques that deliver service excellence.  Learners will also practise and develop their telephone skills through role play scenarios which are bespoke to your organisation.

Who should attend?

This workshop is ideal for any member of staff who has day to day interaction with customers on the telephone.  Whether new to the role and want to learn new skills or for those who have been doing the job for some time and want to become more customer focussed.

It is suitable for staff working in a variety of sectors including retail, housing, transport, community and tourism.  The course can be tailored to meet the specific needs of the organisation.

Maximum of 12 delegates per course.

Course Content

The importance of the telephone in your organisation

  • A look at the facts – good news and bad news
  • Advantages and disadvantages of using the telephone


  • Self- assessment – Quality and tone of your voice on the telephone
  • Verbal, Vocal and Nonverbal even though it can’t be seen!
  • Tuning in to your customer
  • Listening to your customer
  • Questioning techniques
  • First and last impressions!

You as the caller’s contact

  • Self- assessment – Talking telephone -how do you behave on the telephone?
  • Attitude, Manner, Technique
  • Ways to give a caller a good or bad experience
  • The benefits of building rapport and exceeding expectations

Dealing with customer complaints

  • Tangible and intangible needs
  • Managing aggression

Standardising the process for:

  • Ergonomics
  • Receiving a call
  • Making a call
  • Taking a message
  • Transferring a call
  • Voicemail

Putting it into practice

  • Using work based scenarios, learners will participate in telephone role plays. Learners will be assessed against telephone role play performance indicators and given feedback by the trainer.
Answering Telephone Calls