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Telephone Techniques

Duration 1 day


The telephone is perhaps the most essential of business tools. Every member of your organisation will use a telephone. Whether it is the accounts department, sales office, secretarial or reception staff, everyone creates an impression with your customers.

This programme is vital for any member of staff who picks up a telephone.

This highly participative course is designed for all staff who at some moment within their working life will have the opportunity to impress the customer with efficiency, courtesy and professionalism when dealing on the telephone. The customer that receives good customer care will call again.

Course Content

Importance of First Impressions

  • What are the Customers Needs?


Why Communicate by Telephone

  • Why does it matter?


Skills of Communication

  • Learn to Listen


Making the Best of your Voice

  • Prepare


Getting the Information Correct First Time

  • Practical Exercise


Dealing with Complaints Effectively and Pleasing the Customer

  • Building Better Relationships


Future Action Plans for Self Development

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