Telephone skills course


Business woman on telephone

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half-day courseone-day course
Build confidence and skills for handling telephone calls more professionally.

Our comprehensive telephone training courses cover professional telephone techniques and call handling etiquette, with an emphasis on customer service. Available as a half-day or one-day programme.

Target Audience

KSL’s telephone skills training course is ideal for receptionist or customer support staff who make and answer calls on behalf of their organisation, thereby acting as the first point of contact for their customers and suppliers.

Course Aim

The course provides practical call handling training, teaching participants’ telephone techniques and skills to confidently answer calls, as well as how to constructively respond to customer telephone enquiries and handle customer complaints.

Course Objectives

Key objectives of the telephone training course are to:

  • Answer and make telephone calls in a professional manner
  • Learn techniques to efficiently respond to a customer call
  • Build rapport with the customer and satisfy their needs quickly
  • Handle a customer’s concern or complaint, with empathy and understanding
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Course Overview

  • The importance of professional telephone skills
    • Importance of professional telephone techniques to the business
    • Benefits of professional telephone etiquette
    • Small group exercise and facilitated group discussion
  • Telephone communication challenges
    • The challenges of telephone communication
    • Role of non verbal communication
    • Building rapport and gathering information
    • Small group practical exercises, facilitated group discussion
  • Answering the telephone
    • Telephone guidelines when handling a call
    • The verbal handshake
    • Putting callers on hold, transferring callers
    • Group exercise, demonstration, presentation and facilitated group discussion
  • Communication skills to handle enquiries
    • Effective listening techniques
    • Questioning techniques
    • Recording information
    • Using positive language and taking ownership of call
    • Closing the call
    • Small group practical exercises, presentation and group discussion
  • Communicating with customers with different communication styles 
    • Recognising different communication challenges
    • Main characteristics of communication styles
    • Recognising your own communication preferences
    • Adjusting to other styles of communication
    • Presentation, individual questionnaire and group review, group exercises
  • Handling customer concerns and objections
    • Pre-empting customers’ most frequent concerns
    • Responding to customer concerns and objections
    • Small group exercise, pairs practical activity, group review discussion
  • Handling customer complaints
    • Handling emotional responses
    • Responding to the complainant
    • Escalating the complaint
    • Small group exercise, facilitator tips, pairs practice session and group discussion
  • Reviewing the learning and next steps
    • Review of learning and action planning
    • Course feedback

The telephone skills training will be supported with:

  • An optional participant pre-course questionnaire and/or pre-course reading on telephone techniques
  • A colour printed workbook with telephone tips, techniques and space for personal notes
  • An electronic communication styles questionnaire sent prior to the course

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Written by Kim Larkins

Copyscape © KSL Consulting Ltd. DO NOT COPY content from this page. Plagiarism will result in prosecution.

Download the course overviews for telephone training, by clicking the links below:

Download half-day course PDF (605KB)

Download one-day course PDF (615KB)


Excellent. Very relaxed which made it an enjoyable way of learning.
Dawn Cowley, Live In Care Assistant, Access Care*


Excellent training. Good materials and explained in a clear and precise way.
T. Ashton, Technical Support, Triax UK*


Sarah’s energy and approach opened up the delegates and we had a very engaging and useful session. She managed to fit a lot in and we identified some follow-up internally.
Peter Carroll, Director of Medicines Information, Datapharm*


We were engaged the whole time and the activities got everyone participating and involved.
Natasha, Customer Service Executive, GN Resound*


Really enjoyed this training session and will take some great/effective ideas back and use when taking future telephone calls.
Michelle Hicks, Customer Service, GN Resound*


I can’t thank Kim enough for showing me a better and improved way of dealing with very unhappy customers. She has given me a boost in confidence.
Toni Trevorah, Administrator, [Company name withheld]*


I found this course extremely useful. It brought up things about telephone customer service I hadn’t considered before, but were very important.
Amy-Lee Fogwell, Sales Support Executive,*


Very useful, especially being new to answering the phones professionally.
Megan Couyer, Venues Sales Assistant,*


Lots of tips gained, so a useful day which will help tremendously.
Gavin Dellman, Membership Assistant, BCI*


Very helpful and useful for the reception teams, to learn new skills and have an understanding of the importance of good telephone and general communication skills.

Kathy was absolutely fantastic – so enthusiastic and knowledgeable – Thank you Kathy!
Carolyn Walker, Practice Manager, Eyesite Practices Ltd*

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KSL Training

4.7 out of 5 stars 4.7/5 stars from 30 reviews on FreeIndex and Google

To request a quote or make a booking, please complete the form below.

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Est. number of course participants.
Minimum is 3 [read why]*

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Booking Information

Telephone skills is one of our in-house training courses, which is typically run at the business premises of our client, for between 3 and 12 delegates. Please contact us for pricing.

Training Dates

Flexible, to suit client needs.

In-House Training Locations

Through our network of experienced trainers, we deliver telephone training anywhere in the UK, including:

  • London and the South East
  • The Thames Valley – including Reading, Slough, Maidenhead, Oxford and Swindon
  • Cambridge
  • Exeter
  • Norwich and East Anglia
  • Leeds and Bradford. Funding for training may be available in this area of West Yorkshire.
  • Manchester, Liverpool and the North West
  • Southampton and Bournemouth
  • Birmingham and the Midlands
  • Nottingham
  • Bristol
  • Cardiff and South Wales
  • Devon, Cornwall and the South West
  • Newcastle
  • Glasgow and Edinburgh, Scotland

Please note: We can also run telephone techniques training in areas not listed, so please contact us for more information and pricing.

A few of our clients...