Telephone Skills for Customer Service

Course Objective

The telephone is an intimate means of communication, which magnifies everything we say and do. Providing exemplary customer service over the telephone can be a matter of training in the required skills to augment capability and attitude.

This course looks at the most important components of Customer Service over the telephone.


Course Outline

  • Welcome and introductions
  • Course objectives, group objectives
  • The importance of Customer Service - quiz
  • How we use the telephone
  • First impressions
  • Telephone and Professional Etiquette
  • Moments of Truth
  • Communication mix
  • The words we use
  • The way we say it
  • Non verbal communication on the telephone
  • Communication "leaks"
  • The primitive response
  • Effective questioning
  • Accurate listening skills - quiz
  • Active Listening
  • Dealing with difficult situations and demanding customers
  • Positive complaint handling
  • Summary of excellent phone management
  • Clarifying information
  • Personal Action Plan


Who Will Benefit From This Course

Front line staff in a sales or service role frequently working on the telephone, who would like to learn new techniques, or refresh existing skills.



  • Improved communication skills on the telephone
  • Increased understanding of the customer experience
  • Enhanced awareness of the crucial role of excellent customer service
  • Additional strength and confidence under pressure


© Candy Bowman 2013

Contact us about this course.