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Professional Telephone Skills | Training Course

Create a positive first impression and communicate effectively when using the telephone.
Learn how to establish excellent relationships with your callers.


  Course Dates Venue   Price  
London Bridge £299 + VAT save £200
Online £279 + VAT save £220

Professional Telephone Skills | Training Course

Course Takeaways
Course Info

Course Offering

Course Takeaways

What will I learn?

  • Listening to your tone of voice
  • Tried and tested telephone techniques
  • Prepare and make a positive impact
  • What not to say
  • Building a rapport with your caller
  • Free digital course assets
  • Free post-course helpdesk support
Course Takeaways
Learner Reviews

How good is the course?

  • Average Score 5 out of 5
  • Delicious lunch provided
  • Certificate of Achievement
  • 2 reviews


• 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

• 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

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"The trainer was very knowledgeable, she gave plenty of useful examples and tips. The exercises allowed me to put the theory into practice."
Liz Male Consulting
12th April - Professional Telephone Skills

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