Corporate Training for Teams
4.9 (158 Reviews)

Telephone Techniques

STL, Nationwide
1 day
1 day
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Telephone Techniques

STL courses

  • During this course you will:
    • Build your telephone handling skills
    • Learn how to professionally answer and end calls
    • Develop your telephone etiquette
    • Improve your listening skills
    • Increase your dialogue skills, build rapport and effectively meet customer needs

What to expect

  • 24 months post training support included .
  • Tailored and bespoke programme options .
  • Our experienced training and logistics team in the last 23 years have assisted 206,255 people .
  • Over 14,114 organisations trained .
  • We are rated 'Excellent' on Trustpilot and 98.7% of our customers recommend us .
  • Delivery UK wide and international (75+ countries delivered) .

Suitability - Who should attend?

Telephone Techniques is suitable for anyone working as the first point of contact for customers and suppliers including staff new to customer care, administrators, receptionists and call center agents. Personnel working in a service environment aspiring to improve their telephone skills will also benefit from attending the course.

Training Course Content

Call handling

Responding to incoming calls
Placing customers on hold
Transferring phone calls (including blind transfers)
Call backs
Taking messages
Ending calls professionally

Communication skills for call handling

Telephone etiquette
Listening skills
Effective telephone communication
Sounding friendly over the telephone

Building relationships during telephone calls

Identifying customer needs and communicating appropriate options
Building rapport
Meeting customer needs
Promoting customer relations

Dealing with challenging calls

Managing conflict during calls
Handling difficult situations
Responding to angry callers
Controlling your anger during calls
Handling criticism constructively


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Reviews by course attendees

Average rating 4.9

Based on 158 reviews.
Reviews are published according to our review policy.
Write a review!
Lindy Business Centre Administrator
16 Oct 2023

Most useful topic: Dealing with difficult or abusive callers

Paul Administrative Officer
09 Oct 2023

Face to Face would be better but; as the world moves more into virtual meetings etc.; this was carried out in the best possible way. I really enjoyed the training course and it ...

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Jill Operational Delivery
06 Oct 2023

Very enjoyable course.

1 Northey Street, 2nd Floor, CA House
E14 8BT London


Helping businesses improve performance with proven learning and development solutions. London-based with a global reach. STL seek to provide an unrivalled value and quality service, enabled by our strong working culture. Our 500+ courses deliver learning solutions across leadership and...

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