Telephone Skills

Ensuring that a friendly and professional image is conveyed to customers. Ensuring that you communicate effectively on the telephone is essential. We need to use our voice - our only means of communication – to best effect. We need to understand how body language and facial expression affect the way we sound on the telephone.


At times when we are working we become unaware of the message we are sending. It is important that a friendly and professional image is conveyed.  Due to certain factors our message may become more aggressive. We need to understand the message we are sending and how to maintain an assertive communication. This will ensure we maintain a customer sensitive culture.  In doing this we can then improve our effectiveness


The skills learnt during this very intensive workshop will enable delegates to value their input and provide an understanding of the ‘tool’s required to be professional employees. A major part of the course will be work based role plays where practical situations will be enacted to ensure that the techniques are practiced before the delegates return to work.


Who will the course benefit?


All staff who are responsible for receiving telephone calls and handling customer’s enquiries, providing help and dealing with problems.


Course Objectives:


To demonstrate and develop good telephone techniques.


Course Duration: 1 day


This course will enable delegates to:


  • Present a professional image.
  • Handle questions and enquires effectively.
  • Present a professional image over the telephone.
  • Manage customers using the telephone.
  • In depth oral skills
  • Create the right impression with customers
  • Develop and improve their assertiveness with others.
  • Communicate more effectively with customers.
  • Develop a personal action plan


Full Course Description:

telephone skills.pdf
Adobe Acrobat document [318.6 KB]

Contact us

Advocate Training & Consultancy
Fern House The Street Little Totham
Fern House, The Street
Maldon, Essex CM9 8JQ
Phone: 01621 892800 01621 892800
E-mail address:
Print | Sitemap
© Advocate Training and Consultancy Ltd

This website was created using 1and1 My Website

Additional design by Michelle Siddall.