Face to face / Online public schedule & onsite training. Restaurant lunch included at STL venues.
From £495 List price £650
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.
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
Arguably, the most experienced and highest motivated trainers.
Training is held in our modern, comfortable, air-conditioned suites.
A hot lunch is provided at local restaurants near our venues:
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).
Available throughout the day:
Regular breaks throughout the day.
Contains unit objectives, exercises and space to write notes
Your questions answered on our support forum.
|
|
Crown Prosecution Service
Rachel Hansen,
Casework Assistant
I think the course is great, and it would have been really helpful when I first joined the CPS, before i answered any calls.
Telephone Techniques
Crown Prosecution Service
Joshua Fletcher,
Administrative Officer
I enjoyed this course and felt as though it was important for my development within the workplace. Being an apprentice, this really helped to develop my confidence.
Telephone Techniques
Crown Prosecution Service
Michelle Surowicz,
Caseworker
Course material was excellent and covered a wide range of skills and techniques that I will find very useful to my role, as well as plenty of opportunity to discuss each subject in detail as a group. Recommend :)
Telephone Techniques
| Next date | Location | Price |
|---|---|---|
| Wed 14 Jan | Online | £495 |
| Thu 12 Feb | Limehouse | £495 |
| Fri 13 Feb | Online | £495 |
| Thu 12 Mar | Limehouse | £495 |
| Mon 16 Mar | Online | £495 |
| Fri 10 Apr | Bloomsbury | £495 |
And 24 more dates...
Loading content...
Excellent
Duracell UK
Graham L
Presentation Skills
"Extremely helpful course. Well paced, never felt bored. No topic felt redundant. Andrew was extremely friendly and engaging. Good level of interaction between presenter and us. I definitely feel more confident after today. Would recommend it to anyone."
Tutorials and discussions on MS Office
MS Office tips to save you time
MS Office shortcut keys for all versions
Handy info on industry trends
Latest news & offers
Loading content...
Below are some extracts from our Telephone Techniques manual.
Three Strikes and You’re
Out – Dealing with Angry or Abusive Callers
STRIKE
1
D – When you
speak to me like that
E – it
doesn’t help anything
S – I need
you to speak clearly and calmly / stop being abusive or rude
C – so that we
can sort this problem out
STRIKE 2
D – When you
continue to speak to me like that / be abusive to me
E – I am
unable to help you
S – I need
you to speak clearly, stop shouting / stop being abusive or rude
C – or I will
need to end this call
STRIKE 3 - YOU’RE OUT
I have asked you
twice to stop shouting / being abusive
This call has been
logged
I am now ending the
call – hang up
Inform your manager
immediately
Take a short break to
calm yourself
TrustScore
4.9
/ 5
2398 reviews
Call for assistance
We will call you back
Formerly Best Training
© 2025 STL. All Rights Reserved.
All prices offered for business users and exclude VAT. E&OE
2nd Floor, CA House, 1 Northey Street, Limehouse Basin, London, E14 8BT, United Kingdom.
