Telephone Techniques

1 day


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 telephone staff must be able to prevent negative behaviour on both sides.


To raise the awareness of customer service on the telephone and assist delegates in providing telephone service excellence.

Who should attend

All staff members who use the telephone as part of their normal duties.

Course Outline

Course Outline

  • Nature of communication
  • Choosing the most appropriate communication method
  • Own personal communication style in business dealings with others
  • Importance of first impressions from the caller’s standpoint
  • Giving callers the wrong impression
  • Challenges of communicating by phone
  • Developing rapport with callers
  • Factors of good and bad communication on the telephone
  • The 6 W’s of message taking
  • Active listening skills on the phone
  • Factors of voice to add impact
  • Tactics and tips to cope with anger and complaints
  • 3 steps to assertive behaviour
  • 5 steps to an incoming call
  • Skill practice to experience the telephone process in practice