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Course Information


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.

Target Student

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


  • 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
Public Dates & Prices

There are currently no public dates for this course. This course can be run as a private course either at one of our training centers or at your offices. To get pricing for this use our quote wizard to generate a customised quote or call us on 0118 324 3000 to discuss your requirements.

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1 Day


  • Noel was an excellent tutor. He did check all of the group was able to keep up and if there were any problems or questions of the attendants, he was always willing to help.

    Marianne Seager-Wincanton
  • This was a really good training, nicely paced, very useful and well presented. Thank you, Stuart!

    Joris Latinne-Oracle