Professional Telephone Techniques

This is a 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.


One Day Course

Course Outline (PDF)

Course Objectives:

  • Recognised the importance in dealing with the customer on the telephone
  • Agreed the most effective way of processing a call
  • Demonstrated their ability to prepare to make a telephone call
  • Recognised the importance of the voice and use of the positive language in establishing a relationship over the telephone
  • Developed effective questioning and listening skills
  • Determined the most effective means of giving information
  • Established an effective method of taking and passing on messages
  • Recognised the need to ‘own’ the problem
  • Demonstrated their ability to deal with complaints
Price: £450 + vat


  • Friday 3rd December 2021
  • Monday 28th February 2022
  • Tuesday 26th April 2022
  • Wednesday 29th June 2022
  • Wednesday 31st August 2022
  • Tuesday 4th October 2022
  • Monday 19th December 2022