Professional Telephone Skills - Online Training

"Building confidence with customers over the telephone"

Overall Aim:

The aim of this virtual course is to help staff develop a greater understanding of the importance of communicating effectively with customers using the telephone. Participants will learn the key ingredients required to build confidence with customers, whilst presenting a professional image at all times. 

Who Should Attend:

A practical and interactive online workshop, the course is designed for staff, who talk to customers each day by telephone – includes general staff in customer service, administration, reception, accounts, order processing etc


After completing the workshop, each participant will be able to:

  • Apply effective communication skills with customers on the telephone
  • Build confidence with customers & create a great impression
  • Ask questions assertively whilst portraying a helpful attitude
  • Learn to really listen to customers and understand what they really need
  • Respond to customers appropriately & talk in their language
  • Be able to lead a conversation and wrap up a call effectively

Workshop Content:

  • Professional telephone communication & etiquette
  • The importance of creating a positive attitude & making first impressions
  • The power of your voice for building confidence – it’s not what you say, it’s how you say it
  • Active listening skills to develop trust & make a connection
  • Ask the right questions & talk the customers language for last relations
  • Know when and how to lead a call or finish up the conversation successfully

Training method:

Training is delivered online in one to two live classroom session (2.5 to 3 hours) with discussions, exercises and break-out rooms using Zoom. Participants will be required to switch on their laptop video camera and microphone.  All our online courses use a blend of online resources, virtual classroom and social learning. Up to 10 people can be included in online training courses.

This online training module can be part of a larger programme. It can be teamed with other topics (ie communication, customer service, sales or business writing) so training is extended over a longer period.  For some of these longer programmes, there will be group discussions, exercises & feedback based on individual/group needs.  Each participant receives a workshop manual.

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