Telephone Skills

Telephone Skills Course programme
1 Day Intense Course:

As first point of contact with customers, your telephone staff are of key importance in creating a professional image for your company. Effective, efficient, and pleasant handling of telephone calls is an essential first step in positive public relations.

Course objective
Training in telephone techniques will increase confidence and ensure skilled handling of all incoming and outgoing calls. Candidates will have the opportunity to learn and practice the skills.

Course content

  • The importance of telephone skills to your company’s image
  • Creating a professional telephone image
  • Key aspects of communicating by phone
  • Organisation and planning
  • Listening skills
  • Key communications skills
  • Telephone techniques
  • Dealing with the public
  • Using voice and pitch to your advantage
  • Projecting a pleasant and helpful attitude
  • Handling difficult calls and complaints
  • Incoming and outgoing calls
  • Taking messages and re-routing calls

Training involves tuition in all the above areas, with opportunity for role play to reinforce the skills learned, in a realistic business environment.