Telephone Techniques

Telephone Techniques

Customer service is the provision of service to customers before, during and after a purchase.  The perception of success of such interactions is dependent on employees “who can adjust themselves to the personality of the guest”.  This course is designed for personnel coming into contact with internal or external customers across the telephone to develop verbal communication skills.

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The aim of this one day course is to enable delegate who have to handle telephone calls to create a professional image of the company by handling enquiries in an effective and friendly manner.


Participants will:

  • Understand the importance of telephone conversations
  • Understand how call handling affects the organisation
  • Communication game
  • Telephone manners
  • The situation
  • Establishing the nature of the call
  • Message taking
  • Handling complaints
  • Call simulation

This programme uses a mixture of group discussions, pro-forma examples, information input sessions along with practical application to fully involve participants.