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Telephone Techniques
Face to face / Virtual closed & onsite training. Restaurant lunch included at STL venues.
- 1 day Instructor-led workshop
Syllabus
Who is this course for?
Telephone Techniques is suitable for anyone working as the first point of contact for customers and suppliers including staff new to customer care, administrators, receptionists and call center agents. Personnel working in a service environment aspiring to improve their telephone skills will also benefit from attending the course.
Benefits
During this course you will:- Build your telephone handling skills
- Learn how to professionally answer and end calls
- Develop your telephone etiquette
- Improve your listening skills
- Increase your dialogue skills, build rapport and effectively meet customer needs
Course Syllabus
Call handling
Responding to incoming calls
Placing customers on hold
Transferring phone calls (including blind transfers)
Call backs
Taking messages
Ending calls professionally
Communication skills for call handling
Telephone etiquette
Listening skills
Effective telephone communication
Sounding friendly over the telephone
Building relationships during telephone calls
Identifying customer needs and communicating appropriate options
Building rapport
Meeting customer needs
Promoting customer relations
Dealing with challenging calls
Managing conflict during calls
Handling difficult situations
Responding to angry callers
Controlling your anger during calls
Handling criticism constructively
What you get
"What do I get on the day?"
Arguably, the most experienced and highest motivated trainers.
Face-to-face training

Training is held in our modern, comfortable, air-conditioned suites.
Lunch, breaks and timing
A hot lunch is provided at local restaurants near our venues:
- Bloomsbury
- Limehouse
Courses start at 9:30am.
Please aim to be with us for 9:15am.
Browse the sample menus and view joining information (how to get to our venues).
Refreshments
Available throughout the day:
- Hot beverages
- Clean, filtered water
- Biscuits
Virtual training

Regular breaks throughout the day.
Learning tools

In-course handbook
Contains unit objectives, exercises and space to write notes
24 months access to trainers
Your questions answered on our support forum.
Training formats & Services
Training Formats & Services
Training formats available
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Testimonials
Crown Prosecution Service
Hannah O'Reilly,
Apprentice
Virtual training was presented just as well as a face-to-face group training. Break-out rooms were cleverly used and worked the same as splitting into separate group discussions before coming back together. The training and presentation was delivered extremely well and I the content learnt in the training has helped me feel more confident in my role.
Telephone Techniques
Crown Prosecution Service
Kieron Francis,
Case Worker Assistant
Nothing to suggest, but Tony is a boss instructor! :)
Telephone Techniques
Crown Prosecution Service
Barbara Holliday,
Operational Delivery
I found this course very helpful - there weren't too many delegates on which really helped when we had to do role play - I didn't feel too nervous.
I can take the advice on how to handle calls with me today and apply the ESC technique.
Telephone Techniques
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