Help Desk Telephone Skills

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


At times when we are working on the Help Desk we become unaware of the message we are sending to our customers. It is important that a friendly and professional image is conveyed to customers.  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 practised before the delegates return to work. Each delegate will conduct 3 role-plays during the course. These will build on the skills they have developed before the course and then developed further throughout the day.


Who will the course benefit?


All front line staff who want to be improve their effectiveness whilst communicating over the telephone.


Course Objectives


To provide the skills, methods, and techniques required to work effectively over the telephone. To develop personal communication skills.


Course Duration: 1 day


This course will enable delegates to:


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


Full Course Descritpion:

help desk telephone skills.pdf
Adobe Acrobat document [319.9 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:

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