Telephone Skills

The need for professional telephone skills has never been more to the fore and continues to be an essential skill for individuals to develop. This course is ideal for all staff or call centre staff dealing with external customers, complaints and general queries.

The course is highly participative involving group, written and verbal exercises. The programme is a mixture of lectures, discussions and role play with feedback from the group or lecturer.

The outcome of the course for participants is an improved professional Telephone image, techniques to allow you to deal effectively with customer queries and complaints over the telephone, to guide customers to give information they need in the manner they need it and manage difficult customers and situations.

Prospective participants should bring along a list of situations they handle on a regular basis for analysis in the class.


Course Benefits

  • Much improved telephone image
  • Increased confidence in dealing with customers over the telephone
  • Greater awareness of the importance of good public relations
  • Participants will be able to use the Customer Service Transaction effectively and efficiently,
  • Having the techniques to handle conflict and complaints
  • Course participants become more solution rather than problem orientated.

Course Programme

  • Public relations and company image
  • Telephone Techniques
  • Qualities necessary when dealing with the public – empathy with customers
  • Effective listening
  • Communication skills
  • The professional use of the telephone
  • Dealing with awkward customers over the telephone
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