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Telephone Skills – Classroom or Live Virtual Classroom

Hamilton Mercer
Course summary
3 Hours (Live Virtual Classroom) - One Day (Classroom)
179 - 275 GBP excl. VAT
Professional Training
Next available date: 03/02/2021 09:30 - Online courses
Course Dates
Online courses
179 GBP

Online courses
179 GBP

275 GBP

275 GBP

Course description

Telephone Skills – Classroom or Live Virtual Classroom

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.

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.

Training Course Content

  • 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

Learning Outcomes

  • 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

Why choose Hamilton Mercer

UK's leading provider of Customer Service and Personal Development learning

Over 100,000 learners trained

Formed in 2007


The cost for the 1 Day Live Virtual Classroom course is £179 + VAT per learner.

The cost for the 1 Day Classroom course is £275 + VAT per learner.

Multiple booking discounts are available along with discount for charities.

Tailored On-site Training

Hamilton Mercer can also deliver this course at your premises, we will tailor the content to meet your organisation’s needs.  Please get in touch for a quote.

About provider

Hamilton Mercer

Hamilton Mercer

We’re a leading UK provider of Customer Service Training and Personal Development Courses. We have a passion for inspiring excellence through learning, and a reputation for delivering measurable results. We offer live virtual courses in 90min and 3 hour formats...

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Contact info

Hamilton Mercer

20 Mercer Street
WC2H 9HD London

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Average rating 4.9

Based on 58 reviews.

Course content was very appropriate and well presented. The interactiveness of the course made the course informative yet enjoyable and interesting, especially when you were split into groups of 2 to practice the various exercises
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.
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Course rating
Based on 58 reviews.
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