Telephone Skills Training Course

Telephone skills are essential for anyone who interacts with others by phone. Our 1-day course will focus on core telephone skills, so that your team can deliver a positive, professional persona at all times.

This course is currently available for group bookings, or in-company training. In-company training is a great way of delivering a consistent skill-set to sales or customer care teams who interact with customers by phone. You can request a tailored quotation for your team, by clicking "Get In-Company Quote" below.

  • What Are The Benefits?
  • Course Content
  • In-Company Training
  • FAQ

What are the Benefits of This Telephone Skills Course?


  • Develop A Professional Telephone Manner

    The primary objective of this workshop is to help you create a strong set of telephone skills that enable you to interact with every customer in a way that leaves a positive impression.
  • Excellent Communication Skills

    Communication skills are at the heart of every successful phone interaction. We work on clear communication, listening skills, questioning and verifying information.
  • An Ability to Handle Difficult Situations

    Even the best customer care representatives encounter difficult conversations. The skills you learn here will ensure you are ready to handle any challenging conversation professionally.
  • A Practical Approach

    We believe in "learning by doing", so this workshop incorporates plenty of active learning, discussion and group exercises.

What is covered on this Telephone Skills Course?

  • Creating a Professional Image


    Understanding your role as first point of contact
    Delivering a positive first impression
    Setting the tone for your call
    Presenting a professional yet personable image
  • Communicating with Customers


    Communicating clearly
    Asking the right questions
    The importance of listening skills
    Verifying information
    Maintaining control of each call
  • Problem Solving


    Taking a pro-active approach
    How to turn difficult conversations into opportunities
    Achieving a positive outcome


Get Optimum Results from In-Company Training


We offer this Telephone Skills Course solely for group and in-company bookings. We have seen this course yield excellent results for groups of customer care representatives and telesales teams.

There are many benefits to choosing this training format. Here are some of the top reasons to choose a customised, in-company course:

  • Flexibility: The in-company format means that you can hold the training at a date that works best for your schedule. This means minimum disruption to your team's productivity.

  • Cost-Effectiveness: In-company training is the most budget-savvy method of up-skilling your team.

  • Customisation: When designing an in-company programme, we customise the course content to address your goals, challenges, and priorities.

  • Increased Morale: Taking part in an onsite training workshop promotes productivity and team motivation in many ways.

You can find out more about the benefits of in-company training by clicking the button below:


In-Company Training

Frequently Asked Questions: Telephone Skills


  • Is this course open to individuals?
    This course is currently only available for in-company bookings. When delivering in-company training, we come to your premises and run the training course on a date that works best for you.

  • Is previous experience required for this course?
    No experience is necessary for those attending this course. Our Telephone Skills Course is effective as an introductory course for beginners or a refresher for experienced personnel.

  • How many people can be included per group?
    We recommend a maximum of 12 - 14 participants in any group. This is a comfortable number for group work, role play and discussion, while still allowing plenty of time for questions and feedback.

  • How can I find out more about In-Company Training?
    You can learn about in-company training by visiting our In-Company Training page.


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Download Full Course Brochure

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Meet our Team of Trainers

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