Customer Service - Telephone Skills

Course Content

This one-day telephone skills training course is ideal for receptionist or customer support staff who are responsible for answering the telephone and making calls on behalf of their organisation, thereby acting as the first point of contact for their customers and suppliers.

The course provides practical call handling training, teaching participants’ telephone techniques and skills to confidently answer calls, as well as how to constructively respond to customer telephone enquiries and handle customer complaints.

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

·  Practised answering and making telephone calls in a professional manner

·  The required information to accurately respond to the customer’s call

·  Built rapport and satisfied the customers need quickly and efficiently

·  Constructively responded to a customer’s concern or complaint

Course Overview

The importance of professional telephone skills

·         Importance of professional telephone techniques to the business

·         Benefits of professional telephone etiquette

Telephone communication challenges

·         The challenges of telephone communication

·         Role of non-verbal communication

·         Building rapport and gathering information

Answering the telephone

·         Telephone guidelines when handling a call

·         The verbal handshake

·         Putting callers on hold, transferring callers

Communication skills to handle enquiries

·         Effective listening techniques

·         Questioning techniques

·         Recording information

·         Using positive language and taking ownership of call

·         Closing the call

Communicating with customers with different communication styles 

·         Recognising different communication challenges

·         Main characteristics of communication styles

·         Recognising your own communication preferences

·         Adjusting to other styles of communication

Handling customer concerns and objections

·         Pre-empting customers’ most frequent concerns

·         Responding to customer concerns and objections

Handling customer complaints

·         Handling emotional responses

·         Responding to the complainant

·         Escalating the complaint

Reviewing the learning and next steps

·         Review of learning and action planning

Course Overview
  • Study Type

    Part-Time Day

  • Campus

    Gardyne Campus

  • Start Date

    19 Mar 2020

  • SCQF Level


  • Duration

    1 Day

  • Subject Area

    Business & Administration

  • Course Fee


  • All course fees are reviewed annually, and subject to change. Published fees apply to the courses mode of delivery.

The course application is currently closed. You can find out more information about this course by making an enquiry.

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