Telephone Skills


Course Background:

This course will give you the knowledge and skills needed to ensure every customer you speak with over the phone is satisfied.

Course Content:

  • Importance of first impressions
  • Listening to customers and coming across as helpful and interested
  • Making plans and goals for calls
  • Re-routing calls and using switchboards
  • Dealing with pressure and impatient customers
  • How to be familiar and friendly with existing customers
  • Dealing with complaints

Learning Outcomes:

Upon successful completion of this course participants will gain the skills and knowledge necessary to:

  • Make good, lasting first impressions
  • Come across to customers as helpful
  • Plan prior to calls
  • Re-route calls and use switchboards
  • Create friendly relationships with customers
  • Deal with complaints

This Course is Designed For:

Anyone who is required to deal directly with customers over the phone.

Training Methodology:

This course is classroom based and it is highly interactive with role-playing playing and practical exercises to reinforce the participants understanding and learning.

What to Bring to the Course:

There are no requirements for this course.

Duration of the Course:

1 day.


A maximum of 12 per course.


Upon successful completion of this course participants will receive a certificate in telephone skills.


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