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Telephone Skills

Hamilton Mercer
Course summary
1 day
Open / Scheduled

Course description

Professional Telephone Skills Training: 1-Day

A telephone conversation is often a customer’s first interaction with a business. Needless to say, it better be a good or even exceptional experience.

Hamilton Mercer’s Professional Telephone Skills Course looks at every aspect of developing telephone skills, from greeting and closing calls to managing silences, using your voice effectively, screening calls and leaving voicemails.

You will develop skills to communicate in a manner that inspires the confidence and trust of a caller, and gives the best possible impression.

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Suitability - Who should attend?

Hamilton Mercer’s Professional Telephone Skills Training Course is suitable for employees and individuals who would like to adopt a more confident, structured and positive approach to telephone conversations with customers.

It is suitable for staff who talk to customers and co-workers.

Outcome / Qualification etc.

Professional Telephone Skills Training Course objectives:

  • Discover the principles of good telephone technique
  • How to greet callers and close calls effectively
  • Screening calls and dealing with sales calls
  • Overcome challenging situations such as language barriers or silences
  • Learn correct protocol for placing on hold, transferring calls and taking messages
  • Use advanced language, voice and listening skills
  • Develop effective questioning

Training Course Content

Hamilton Mercer’s Professional Telephone Skills Training Course is structured as follows:

  • Introduction to Telephone Techniques
  • Clarification Techniques
  • Overcoming Language Barriers
  • Managing Silences
  • Professional Greeting
  • Screening Calls
  • Placing Callers on Hold, Transferring Calls and Handling Transferred Calls
  • Handling Unsolicited Sales Calls Assertively
  • Effective Message Taking
  • Closing Calls
  • Voice Factors
  • Physiological Techniques to Enhance Communication
  • Advanced Language Skills
  • Active Listening Skills
  • Effective Questioning


The cost of this course is 275 GBP + VAT

About provider

Hamilton Mercer

Who Choose Hamilton Mercer?

Hamilton Mercer is a leading UK provider of customer service and personal development training. From training centres in London’s Covent Garden, Birmingham and Manchester, its team inspires excellence through learning and delivers measurable results. The Hamilton Mercer method works for...

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Contact info

Hamilton Mercer

20 Mercer Street
WC2H 9HD London

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Average rating 4.9

Based on 57 reviews

Michael Smith Engineers, Internal Sales Engineer
Jess an excellent trainer, very knowledgeable, proactive and hands on. It was excellent to discover different ways to advise any issues to the customer without creating a negative impact etc. The course already provided a positive impact in the office.
Michael Smith Engineers, Internal Sales Engineer
Very interesting and easy to follow course.
Michael Smith Engineers, Internal Sales Engineer
The course was useful as it highlighted simple but effective ways to deliver excellent Customer Service. Particularly interesting was the idea of not using negative language and use of the voice. Jessica delivered the course impeccably and was very engaging. She used great examples that we could relate to in our normal working day. I think every...
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Course rating
Based on 57 reviews
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