Training Course

Telephone Skills

PDF
Course Duration: 1 Day

Course Overview

Effective use of the telephone is an essential skill within every department of every organisation. The telephone is an integral part of an organisation's success. Many people are unaware of the image they portray whilst speaking on the phone. This course teaches delegates how to make and take calls, and how to deal with tough situations on the phone such as complaints.

Course Objectives

    • Understand the importance of good telephone skills and be able to demonstrate their knowledge of the techniques covered on this course.
    • Take a successful telephone call using the correct greetings and closings and communicate through the telephone successfully when taking messages

Prerequisites

    • No previous knowledge is required.

Course Content

  • Introduction

    What influences customers?
    Understanding the needs of customers
    First impressions

  • Communicating by Telephone

    The golden rules
    Understanding different communication styles
    It's not just what you say
    Learn to actively listen

  • Making the Voice Work for You

    The telephone doesn't help!
    How to give the right impression
    Sound confident, caring and helpful

  • Making the Call

    Preparing and organising
    Creating a dialogue
    Building rapport
    Using a checklist

  • Taking a Call

    Answering the call
    Being prepared
    Leaving a voice mail message
    Re-routing calls

  • Dealing with Tough Situations

    Handling complaints
    Building relations
    The difficult caller
    Understanding others moods and attitudes

Included with this course

    • Lunch and refreshments when training is delivered at our training venues
    • Comprehensive course materials and exercises

 

Public Scheduled Course Dates

Prices per delegate. All prices exclude VAT.
30 Mar 2026
Virtual
£345
09 Jul 2026
Virtual
£345
06 Nov 2026
Virtual
£345

Private Training

Private course
Flexible date and location
Please quote for prices

  • Course Options

    Private courses:
    Private course
    Flexible date and location
    Please quote for prices
    Public scheduled courses:
    All prices exclude VAT, prices per delegate.
    30 Mar 2026
    Virtual
    £345
    09 Jul 2026
    Virtual
    £345
    06 Nov 2026
    Virtual
    £345
  • Call us on
    0191 377 8377
    to discuss your requirements.
    Mon-Fri 9am-5pm.
    Ask a Question
  • Telephone Skills Course Options
    Public Scheduled
    Public Scheduled
    Fixed course content, fixed date, fixed location, fixed length, multiple organisations - All you need to do is choose which course you would like to attend and contact us to book!
    Private
    Private
    Flexible course content, flexible training date(s), flexible location(s), variable course length, private to your organisation - Courses can be held at one of our training venues or at another location convenient to you. Training can be set over a number of days or weeks to allow for practice time between training sessions.
    Bespoke
    Bespoke
    Bespoke private training can be based on an existing course or a number of lessons taken from several courses, we can also write bespoke courses for you based on your in-house systems or development program.
    Virtual
    Virtual
    These courses can be attended from anywhere.
  • Virtual Training

 

Course Reviews
Which part of the course did you find particularly valuable The trainer allowed us to ask questions and was able to give me advice on how to handle a particular scenario I struggle with at work

B.P. Tlw Solicitors, Telephone Skills

What were the most useful aspects of the course Dealing with customers

S.O. Ssaib, Telephone Skills

What were the most useful aspects of the course The one to one undivided attention to areas I needed to improve.

M.B. Mgl Group, Telephone Skills

Very good

M.B. Mgl Group, Telephone Skills

What is your assessment of the trainer overall Trainer is very involved, enthusiastic and knows her content well

J.M. Welwyn Components Ltd, Introduction to Management

Great course, engaging trainer and a good pace. Just what I was looking for.

G.H. Capstone Foster Care, Excel Level 1

Following this training what are you going to do differently Everything. I will adapt my new skills and integrate them into my work as I do work with large data sets

L.D. Nothumbrian Water Group, Excel Level 3

Which part of the course did you find particularly valuable All aspects

D.S. Thermo Fisher Scientific, Train the Trainer

 

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Please contact us to discuss your Telephone Skills course, we have many solutions available to ensure you receive the best training possible.
 Learn with IT Training Solutions. Small course sizes. Course materials included. Flexible Telephone Skills course content. Expert trainers and tried & tested training methods. Many course materials available online using your personal training account.  Please contact us to book a place or request a quote for your Telephone Skills course.
Telephone skills training courses, Durham, Washington, Newcastle, North East, how to use the telephone effectively. How to communicate on the phone.
IT Training Solutions Ltd
Oakville, 14 Durham Road West, Bowburn, Durham, DH6 5AU
0191 377 8377
ittrainingsolutions.co.uk
Printed:12/14/2025 9:20:29 AM