Fundamental Telephone Techniques

Fundamental Telephone Techniques


£155 +VAT

Next Date



One Day

Fundamental Telephone Techniques

Course Description

This course is aimed at all personnel within your business, whether frequent or infrequent users of the telephone within their business role and whether using the telephone for internal or external customers.

Course Objectives

Understand what constitutes poor, satisfactory and excellence in care from the customers’ point of view
Agree on the importance of professional excellence when using the telephone
Develop effective questioning and listening techniques
Demonstrate the need for clear and concise understanding between all parties
Develop a personal action plan

Course Content

Course and delegate objectives
The Call
Getting the most out of your call – making or receiving, external or internal. Professional telephone behaviour. The three stages – greeting, getting the message and added value. Taking message and transferring calls. Using voicemail and mobile phones. A plan for dealing with complaints over the telephone. Assertiveness
Developing a Personal Action Plan
All delegates will be asked to complete pre-course work and will be given post course evaluation forms to complete

Related courses

Communication Skills

Managing Difficult Conversations

Excellence in Customer Care


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