Telephone Techniques

Course summary
1 day
Corporate Training for Teams
STL courses

Telephone Techniques

Courses never cancelled. Last minute rescheduling. 24 month delegate support forum. And more... During this course you will: ; Build your telephone handling skills ; Learn how to professionally answer and end calls ; Develop your telephone etiquette ; Improve your listening skills ; Increase your dialogue skills, build rapport and effectively meet customer needs

Suitability - Who should attend?

Telephone Techniques is suitable for anyone working as the first point of contact for customers and suppliers including staff new to customer care, administrators, receptionists and call center agents. Personnel working in a service environment aspiring to improve their telephone skills will also benefit from attending the course.

Training Course Content

Call handling

Responding to incoming calls
Placing customers on hold
Transferring phone calls (including blind transfers)
Call backs
Taking messages
Ending calls professionally

Communication skills for call handling

Telephone etiquette
Listening skills
Effective telephone communication
Sounding friendly over the telephone

Building relationships during telephone calls

Identifying customer needs and communicating appropriate options
Building rapport
Meeting customer needs
Promoting customer relations

Dealing with challenging calls

Managing conflict during calls
Handling difficult situations
Responding to angry callers
Controlling your anger during calls
Handling criticism constructively


Prices from £1800. Promotional rates often available the further ahead you book. Contact us for quote.

Provider: STL

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Contact information for STL


Greater London
STL, 2nd Floor, Cruising Association House
E14 8BT 1 Northey Street

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