Telephone Call Handling

turning good morning into good business1 Day - On Request

This course is one of our standard in-company programmes and can be delivered to your people at a venue and date of your choice. If it is not exactly what you want then we can either create a tailored course based on our extensive library of standard course materials or produce a fully bespoke training course for you. A shorter version of this course with fewer skill development sessions is also available.


The telephone remains an important means via which people contact your organisation. Well handled calls build your, and your organisations, reputation. This fun and practical workshop is for every member of staff who answers the telephone. Delegates will learn the key skills and special techniques necessary to be effective when answering inbound calls and dealing professionally with all types of caller.

Programme Contents

Communicating by Telephone
- Points of difference - telephone v face to face communication
- The golden rules
Telephone Techniques
- Answering the incomming call
- The proper use of check lists
- Transferring calls
- Taking mesages
- Leaving professional voice mesages
Telephone Skills
- How to sound confident, caring and helpful
- Learning to listen
Handling Awkward Callers
- Understanding customer moods and attitudes
- Handlingcomplaints
- Dealing with the difficult call
- Telephone assertiveness
Instant Role Play
Persoanl Commitment to Quality Service
- Personal performance standards
Your action plan