Select a Country

Telephone Skills Training Course

Our Telephone Skills Training Course will provide lots of tips and ideas to provide great customer service and a positive customer experience over the telephone?

The course looks at how to interact with customers by phone and introduces the must do's and don't do's of providing customer service and support by phone.

This Telephone Skills training course is delivered as a scheduled open online training course or in-house just for your business. We deliver the course as a face to face course and a live virtual online course.

Telephone Skills
Interactive Sessions
We'll show you how to put the skills from your delegation skills course into practice
Practical Tools
Gain the skills to be able to provide a positive customer experience over the phone
Always Engaging
Our training courses have been designed to be interactive and engaging, no matter how you attend

Telephone Skills Course – Details

Course Aim

This Telephone Skills Training Course will show you how to deliver great customer service to customers over the phone. Telephone has become one of the major methods for customers to get in touch and this course looks at how to ensure customers are dealt with effectively.

Course Objectives

By attending this Telephone Skills Training Course you will:

  • Deal with calls from customers in a efficient and professional manner
  • Know some of the issues surrounding providing customer service over the phone and how to deal with them
  • Be able to communicate with confidence and clarity with customers on the phone
  • Know how to build rapport and demonstrate empathy without the use of body language
  • Be able to deal with customer complaints effectively over the phone

Course Content

Here’s what we cover in our telephone skills training course:

What is ‘World Class’ Telephone Based Customer Service?

  • What does world class customer service look like
  • Who is currently delivering world class service and what can we learn

Service Expectations

  • What do our customers expect when they call and why
  • What are some of the challenges of delivering service over the telephone
  • Overcoming these issues and meeting expectations

Communication Skills

  • What are the skills that are necessary to deliver world class service on the telephone
  • Opening and closing calls
  • Questioning, listening and building rapport with customers on the telephone

Your Behaviour With Customers

  • Understanding how your communication style can impact on your relationship with the customer
  • Using and Demonstrating empathy with customers on the telephone

Do’s and Don’ts

  • Language and statements to avoid on the telephone
  • Putting people on hold and making transfers
  • Escalating calls to supervisors

Dealing With Complaints and Dissatisfaction

  • What to do when a customer is complaining
  • The challenges of dealing with complaints on the telephone
  • A step-by-step process for dealing with complaints on the telephone
  • Ensuring the complaint is dealt with and what to do if can’t be dealt with

When you bring this course in-house, the content above can be tweaked and changed to meet the needs of your team.

Download the Course Brochure

Download a copy of our telephone skills training course brochure below.

Who Should Attend our Telephone Skills Training Course?

This telephone skills training course is for anyone who is responsible for providing customer service by phone.

If you want to:

  • Know how to communicate on the phone effectively
  • Be able to deal with angry/frustrated customers by phone
  • Increase first time call resolution numbers
  • Know best practices or etiquette when speaking with customers over the phone
  • What to do and not do when providing customer service by phone

Then this telephone skills course is for you.

The course is suitable for people of all levels and in all roles and industries.

Online Training Courses

A 1 day online live virtual training course with one of our highly experienced telephone skills trainers. You also get:

  • A highly interactive online experience
  • Access to MyRevolution Learning to retain access to your materials and stay in touch with your trainer
  • A digital copy of the course materials from the course
  • A digital course certificate

In-Person & Online In-House

A 1 day training course with one of our highly experienced trainers at your location. You also get

  • Course materials for each delegate to take away
  • A course certificate
  • Reporting on delegate evaluation
  • Free access to our eLearning training courses to keep your skills up-to-date
  • Access to MyRevolution Learning to retain access to your materials and stay in touch with your trainer

Our telephone skills courses are delivered by our friendly and highly experienced trainers. We live and breathe what we talk about in these sessions as we use most of the tools and techniques ourselves on a daily bases and bring this real-world experience into the session and the examples that we use.

Yes. If the role requires service to be delivered by telephone, then the skills from the course will be beneficial.

While there is some cross-over, the course is fully focused on customer service by phone. If you were looking at face to face customer service, our customer service training course would be a better fit.

If you are attending the scheduled open course, you are more than welcome to bring these along with you to see how the skills fit. If we deliver the course in-house for you, we will blend your processes and procedures into the course.

Yes. We have lots of articles about telephone skills in the customer service section of our blog.

Open Online Course

Our Online Telephone Skills course is an interactive live virtual course. The content remains the same but the delivery and approach has been re-imagined for the virtual environment. Our online training courses are delivered by Zoom.

In-House Delivery

We can also deliver this Telephone Skills course just for your organisation. We can do this in-person at your office or a location of your choice or as a live virtual training course. We can deliver this via Zoom, Teams, Webex or any other platform that you are currently using and comfortable with.

Here are the most recent reviews that have been left for our Telephone Skills Training Course. If you would like to see more detailed reviews then please get in touch and we can pull some data from our course evaluations together for you.

Course Delivery Methods

Here’s how we deliver our Telephone Skills Training Course. Click an option to see the full details.

Join our live online virtual Telephone Skills training course from work or home for an interactive online learning experience.

1 Delegate
2 Delegates
3 + Delegates

Price per delegate includes multiple person discounts. Group booking price only applicable when delegates book onto the same course date.

All times shown are UK time.

Bring this Telephone Skills training course in-house and train your team together at the same time.

  • Delivered online or in person at your business premises
  • Course content can be tailored to your specific requirements

Complete the form below to get a personalised quote from a member of our team.