Axio Development

Telephone Skills Training Course

Course Overview

The telephone skills training course provides practical and effective telephone skills and techniques to confidently answer calls, as well as how to professionally respond to telephone enquiries and handle complaints. The telephone is one of the most common methods of communication in the modern business world yet, probably because familiarity breeds contempt, it is often poorly used. On this course you will be given the chance to practice all of the skills necessary and also to build your confidence and assertiveness in the use of the telephone.

The telephone is one of the most common methods of communication in the modern business world yet, probably because familiarity breeds contempt, it is often poorly used.You will learn effective telephone skills and techniques on our telephone skills training course, and cover key areas such as:

  • Telephone etiquette when answering the phone
  • Effective listening and questioning techniques
  • Communication challenges and styles of communication
  • Handling and responding to customer concerns


Professional telephone skills and techniques

  • Importance of professional telephone skills
  • Benefits of a more professional telephone manner
  • Creating positive first impressions
  • Building rapport

Communication challenges with the telephone

  • Everyday challenges of telephone communication
  • Role of non-verbal communication
  • Gathering information

Answering the telephone

  • Guidelines, tips and techniques when handling a call
  • The verbal handshake
  • Holding and transferring callers
  • Using more positive language 

Communication skills on the telephone

  • Getting the correct information from the caller
  • Questioning techniques to maintain control
  • Effective listening techniques
  • Recording information
  • Closing the call

Differing communication styles 

  • Understanding different communication challenges
  • Communication styles exercise
  • How the different styles interact
  • Adjusting to other styles of communication

Handling complaints and objections

  • Pre-empting customers’ most frequent concerns
  • Responding effectively to the complainant
  • Handling the emotion in the complaint
  • Responding to concerns and objections
  • Dealing with angry, abusive and upset customers
  • Escalating the complaint

Telephone practice

  • Practice the effective use of the telephone
  • Feedback and coaching on the practice
  • Future skill development

Telephone practice

  • Review of learning for the day and action planning for the future
  • Course feedback

This course is suitable for:

  • All telephone users – especially those coming into contact with internal or external customers and suppliers

Download your free Milestones self assessment sheet here. Milestones to Success – Telephone Skills

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Questions about the Telephone Skills Courses

By the end of this one-day training course, the participants will have:

  • Understood how to overcome the challenges with telephone communication
  • Developed a telephone etiquette when answering the phone
  • Developed skills to build rapport with customers or clients on the telephone
  • Learned effective listening and questioning techniques
  • Practiced handling and responding to customer complaints  and concerns
  • Recognised different communication challenges and styles 
  • Learned how to adapt their own style of communication
  • Control the call and leave an everlasting impression on your customers or clients

This training course is designed for all who have to use the telephone as a day to day business tool.

A highly effective, engaging half or one day course, tailored to suit your needs and requirements.

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Cities We've Trained People In

With over 25 years, Axio Development has been developing people’s telephone skills in Bury, Manchester, Leeds, Liverpool and London

Didn’t see us mention your town or city above? Why not drop us a message to see how we can help you develop effective delegation skills and take your learning to the next level!

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