Effective Telephone Skills


Effective Telephone Skills Course Description

While customer enquiries over the phone provide sales opportunities, one bad experience with someone on the phone may be enough reason for a customer even a regular customer to look elsewhere. The telephone is your customer’s lifeline to your company. Yet although it provides fast and relatively inexpensive communication, it is a medium that is impersonal and switchboard and other staff who will come into contact with customers over the phone must be able to prevent negativity
It is essential to understand, not just which techniques can be used, but the advantages and disadvantages of communicating by telephone. This course on effective telephone skills is designed to help delegates to be far more effective when on the telephone.

Course Content

Typically the Syllabus on Effective Telephone Skills includes the following subjects:

  • First Impressions
  • Communication
  • Telephone Skills
  • The Voice
  • Six Steps to Handling An Incoming Call
  • Questioning Techniques
  • Listening Skills
  • Assertiveness
  • Tips for building trust and rapport
  • Dealing with unhappy customers

Course Duration

1 Day Course (6 hours)


£105.00 per candidate.

Corporate and Group discounts available, please contact the sales office for more information.

Course Outcome

Successful candidates will receive a certificate awarded by Apple Safety Services.

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