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Learn How to Handle Telephone Communications Successfully

Course Description

A majority of your organization’s customer contact may be by phone and it may be your customer's first method of contact. Making a good impression on the telephone is therefore essential to your organization’s success.

Bill Lampton, Ph.D., in the article “How to Make a Strong First Impression" states, “We only have from seven to seventeen seconds of interacting with strangers before they form an opinion of us.”

Don't let staff leave a bad impression upon customers. Give them the telephone skills needed to impress customers on the telephone, so they continue to do business with you.

Course Objective

  • How to provide superior telephone customer service
  • How to deal with difficult callers
  • What customers really want
  • How to assess and improve voice quality
  • Seven simple ways to improve one’s phone image today
  • How to become a better listener
  • And much more!


Training Methodology Workbook exercises, PowerPoint slides, role-playing and group exercises

Participants Up to 25

Learning Time-frame 3 - 4 hours in classroom environment

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Customer Service Supervisory Skills
Productive Meetings Change Management
Training For Trainers Creative Thinking
Team Building Dealing with Difficult People
Conflict Management Effective Communication Skills
Effective Business Writing Gaining Control of Your Time
Listening Skills/Challenging Conversations Powerful Presentations
Advanced Powerful Presentations Setting And Achieving Your Goals
Professional Effectiveness Workshop Telephone Skills
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