Telephone Skills (half day)

Support Staff

Telephone Skills


Talking on the telephone makes some people uncomfortable. This is made worse if they’re using the phone for business purposes. A key to overcoming this discomfort is training on how to handle others telephonically. Developing these necessary skills helps with client relations, business cold-calling scenarios and general phone etiquette. This practical workshop will focus on business standards to improve company image, enhance customer service and ultimately boost profits.

Reasons for Telephone Skills

  • Retain customers
  • Gain new customers
  • Exceed expectations
  • Avoid repeat calls – be cost conscious and respectful
  • Create a positive atmosphere
  • Leave a lasting impression
  • Diffuse anger
  • Cut through confusion
  • Show respect towards the tool that is responsible for generating business
  • Why not to perceive the telephone as an interruption
  • Managing calls through good time management
  • Ways to adopt a good in-house telephonically

Communication skills

  • Procedures in answering or making calls
  • Vocal tone, pitch, intonation, enthusiasm, promptness in responding
  • Speaking with positive intent and professionalism
  • Active listening, positive assertiveness and feedback
  • Etiquette and procedures with cellular telephones
  • Taking control of the call and staying focused
  • Dealing with a variety callers and character profiles
  • Adopting a ‘one company one image’ approach