Professional Telephone Skills

Course Duration is 1 Day

From: £425.00 Plus VAT (per person)

Have more than 2 delegates? Talk to us about our closed group courses.

Delivery Method

Open Public Courses РVirtual Delivery Only  Closed Group Courses РFace To Face and Virtual Delivery

Business Benefit

Telephones play a huge part in communication, both internally and externally for any organisation. They also play a big part in the image people form about an organisation. Good telephone skills make an organisation either a pleasure to deal with or a nightmare. This course looks at building Professional Telephone Skills that can help your organisation become a pleasure to deal with.

Who Should Attend

Any member of staff who regularly uses a telephone.

Learning Outcomes

Demonstrate telephone competence and confidence
Understand the dos and don’ts of taking and making calls
Demonstrate the skills of dealing with difficult calls
Create a personal implementation plan

Course Content

Telephone etiquette
Building an image over the phone
Being an ambassador of the company
Understanding tone and pitch of voice
Developing telephone confidence
Handling the key stages of the call
Handling complaints over the phone
Dealing with abusive and aggressive behaviour

How to Book

Dates below represent open public courses only. To book this course, please select an available date and click the book now button below to complete the booking. Have two or more people to train – you may consider a closed group course. Contact us on [email protected] to discuss specific date and delivery requirements.


Measuring The Success


The purpose of your training is learning new skills and/or changing behaviour. We can help you measure this!

To evaluate how successfully the attendees are doing this, delegates can attend a Workplace Implementation session during the skills transfer period. The cost of the session is £595+VAT delivered virtually and lasts for 2.5 hours.

During the Workplace Implementation session the individuals will either on a 1-2-1 basis or as a group discuss the challenges and successes they have experienced during their skills transfer period.
This will include what they are doing differently as a direct result of the training and how this has positively impacted the organisation.
This is an excellent way to encourage the learning, support the skills transfer into the workplace and act as a measure to evaluate the training.

We compile this information into a report so that you have evidence of your return on investment.