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Professional Telephone Skills
Professional Telephone Skills


The best source of Professional Telephone Techniques Training Courses

A hands-on one-day course with free pre-course online skills testing
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Full details of modules and topics covered in this one-day course


This is a one-day training course structured into 16 modules

To raise the awareness of customer service on the telephone and assist delegates in providing telephone service excellence.
All staff members who use the telephone as part of their normal duties.

Do you wonder why dealing with customers on the telephone can often generate problems that are never encountered face to face?

While telephone enquiries provide sales opportunities, one bad experience with someone on the phone may be enough reason for a customer - even a regular customer - to look elsewhere.

The telephone is your customer's lifeline to your company. Yet although it provides fast and relatively inexpensive communication, it is a medium that is impersonal -- and switchboard and other telephone staff must be able to prevent negative behaviour on both sides.
It is essential to understand, not just which techniques can be used, but the advantages and disadvantages of communicating by telephone. We will work with you to produce a solution that enables delegates to be brighter, more responsive and far more effective in their telephone work.
The result ? Customers will have a positive response when dealing with you on the telephone, creating better and longer-lasting relationships.


  • Understand the importance, and use of, the telephone in delivering exceptional customer service
  • Gain enhanced key skills in assertiveness, listening and dealing with challenging callers
  • Deal with callers in a professional, efficient manner

  • Want to see prices and options for delivery of your training?

    MODULE 1:  Introduction and Course Overview
    MODULE 2:  Exercise: Getting To Know You
    MODULE 3:  Knowledge / Skill Checklist
    MODULE 4:  First Impressions
    Learning outcomes:
    Understand the importance of a good first impressions and how making a poor first impression can severely affect the customer / colleague relationship.
    MODULE 5:  Communication
    Learning outcomes:
    See how good and poor communication skills impacts on providing an efficient customer service.
    Topics covered:
    • Why Communication Goes Wrong
    • Building Rapport
    • Communication Methods
    • Personal Communication Style Questionnaire
    MODULE 6:  Telephone Skills
    Learning outcomes:
    Learn about good telephone technique, transferring telephone calls, putting callers on hold, using appropriate language, taking accurate messages.
    Topics covered:
    • Telephone Skills Self Diagnostic
    • Inappropriate Language/Phrases Exercise
    • Effective Telephone Communicators
    • Poor Telephone Communicators
    MODULE 7:  The Factors of The Voice
    Learning outcomes:
    Recognise how vocal factors can impact on business relationships and address any issues.
    Topics covered:
    • Power
    • Pitch
    • Pronunciation
    • Pace
    • Inflection/Emphasis
    MODULE 8:  Six Steps to Handling An Incoming Call
    Learning outcomes:
    Understand how to follow a structured framework to enable incoming calls to be handled efficiently.
    Topics covered:
    • Good and Poor Statements on the Phone
    • Warm Transfer of Calls
    • Message Taking
    MODULE 9:  Questioning Techniques
    Learning outcomes:
    Be able to use the TED technique and open questioning to help determine and solve problems.
    Topics covered:
    • What are Open Questions?
    • What are Closed Questions?
    • T.E.D. Technique for Open Questions
    • Funnelling Technique
    MODULE 10:  Listening Skills
    Learning outcomes:
    Understand the importance of effective listening skills when dealing with customers and work colleagues.
    Topics covered:
    • Listening Skills Questionnaire
    • Listening Skills Tips/Techniques
    MODULE 11:  Telephone Work - Standards Monitoring Checklist
    Learning outcomes:
    Know how to use the standards monitoring checklist, and understand how it can help to maintain service levels.
    Topics covered:
    • Role Play: Guidelines for Observer Feedback
    MODULE 12:  Assertiveness
    Learning outcomes:
    Fully understand what assertiveness means and explore the differences between aggressive, passive and assertive behaviours.
    Topics covered:
    • Car wars exercise
    • Assertiveness, Aggressiveness and Passivity
    • Assertiveness – The 3 Steps
    • Assertive Skill Practice
    MODULE 13:  15 top tips for building trust and rapport
    Learning outcomes:
    Recognise the value of using certain behaviours in building trust and rapport.
    MODULE 14:  Influencing: Preparation
    Learning outcomes:
    Discover the importance of good preparation before dealing with a challenging situation.
    Topics covered:
    • Influencing Tactics
    MODULE 15:  Dealing with Anger
    Learning outcomes:
    Recognise why people get angry and understand how to diffuse and deal with potential problems.
    Topics covered:
    • Irate People – Tips and Tactics
    MODULE 16:  Your Personal Action Plan

    Want to see prices and options for delivery of your training?

    Professional Telephone Skills
    Nov 19, 2019
    London Victoria
    Book Now
    Nov 27, 2019
    Bristol Easton BS5
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    Dec 3, 2019
    Leeds West One
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    Dec 10, 2019
    Birmingham Queensway
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    Dec 13, 2019
    Tower Bridge
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    Jan 7, 2020
    Manchester Piccadilly
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    Don't see a date you want?



    Jessica Green
    , Jul 9 2019
    "It was an enjoyable course and the trainer was very attentive and welcoming."

    Course rating of 3 stars
    James Gibson
    , Apr 8 2019
    "Tutor gave me lots of useful information and advice, not only about telephone skills but also about looking for work in administration. "

    Course rating of 5 stars
    Helen Brown
    , Apr 3 2019
    "Geoff was great"

    Course rating of 4 stars
    Laura Robinson
    , Apr 3 2019
    "Briliant instructor"

    Course rating of 4 stars
    Adele OBrien
    , Mar 8 2019
    "Enjoyed and found the course helpful to perform my role"

    Course rating of 5 stars
    Nicola Flux
    , Oct 12 2018
    "Many thanks"

    Course rating of 2 stars
    Lyn Hopegood
    , Aug 22 2018
    "Very good tutor, varied the course according to our needs."

    Course rating of 2 stars
    Aaron Jackson
    , Aug 22 2018
    "very good teacher, made the day interesting and worthwhile and always answered questions thoroughly."

    Course rating of 4 stars
    Rebecca Harvey
    , Jul 19 2018
    "I enjoyed the course and found it very useful and helpful. Was able to interact and things that were said weren't put down or told were stupid which was good. Very helpful."

    Course rating of 5 stars
    Kristian Ricketts
    , Jul 19 2018
    "thank you"

    Course rating of 5 stars
    David Munyaka
    , Jul 19 2018
    "The practical side of it was mostly challenging, a success."

    Course rating of 4 stars
    Tracy Brunton
    , Mar 9 2018
    "Louise made the course fun, she ensured that everyone in the group knew what they were doing and ensure they took something away from the course. She was keen to answer questions the group had and explained a lot of things in detail. "

    Course rating of 5 stars
    Nicole Krawczyk
    , Feb 9 2018
    "I really enjoyed the course, it was really informative. The atmosphere was really nice. "

    Course rating of 5 stars
    Andrew Wilson
    , Feb 7 2018
    "the course was well received."

    Course rating of 4 stars
    Laura Saunders
    , Feb 2 2018
    "The course was very useful and I am very glad that I went on it. Would recommend to others in my organisation."

    Course rating of 4 stars
    Emma Mosley
    , Jan 30 2018
    "Everything was perfect! "

    Course rating of 5 stars
    carol joddrell
    , Jan 23 2018
    "Fabulous trainer, very informative open minded and helpful. The course unlike others I have attended was memorable and fun."

    Course rating of 5 stars
    Jennifer Bliss
    , Jan 5 2018
    "Paul was an excellent teacher and the day flew by and I've learnt a lot from the whole experience, and am currently practicing it in my professional life. My boss was very impressed at how much of a difference it's made to answering the phone and getting all the relevant information. "

    Course rating of 5 stars
    Lisa McNaught
    , Nov 17 2017
    "The course helped with a variety of aspects that I can now apply to my phone calls at work. "

    Course rating of 5 stars
    charlene carbery
    , Nov 14 2017
    "I would recommend this course to others."

    Course rating of 5 stars
    Pamella Blissett
    , Sep 7 2017
    "great course for people new to customer facing possitions or those not comfortable on the telephone"

    Course rating of 3 stars


    General Information

    All Activia professional telephone techniques training courses have been created, reviewed and developed to ensure up to date provision and constantly improving standards of content. Our Telephone Skills training is interactive and classroom-based which maximises learning through the ability to ask questions and discuss specific issues.

    Class Sizes

    Maximum class size for Telephone Skills courses is 10 delegates, which ensures that attendees get adequate time for personal attention from the instructor. At some of our centres, the maximum class size is 12 delegates.

    Note that we never cancel our scheduled classes -- even if there are only one or two delegates -- so once you have booked, your place is assured.

    For training at your offices, we can deliver classes of up to 15 delegates, though with bigger class sizes you must understand that there is less time for questions from delegates, and this may affect the quality of their experience.

    How to book
    Course, dates and delegate numbers
    Decide on the Telephone Skills course you want, the date(s) you can attend, and the number of delegates involved
    Training location
    Also decide whether you want training at your offices or at one of our centres
    Speedy course booking
    You can use the Speedy Quote option to contact us for a quick price, or you can book online from the schedule on this website
    Call us
    if at any time you want help or advice, or you want to book on the telephone, just call us on 0333 6000 111 to speak to one of our friendly training advisors

    Note: With non-credit card bookings you must sign and return a Booking Form before we can confirm your training.

    Also note: If you are a private individual you must pay by credit card at the time of booking.

    The confirmation process
    Course places allocated
    Your place is allocated, along with the trainer, workbooks and exercise files if appropriate
    Booking confirmation
    You receive an official confirmation, with joining instructions (and directions if it's at our centre)
    Training invoice
    You receive a VAT invoice

    Note: Please allow 1 - 2 working days for your confirmation and invoice.

    What happens on the day

    If you are coming to our centre, dress code is smart casual.   Refreshments in the form of tea/coffee will be provided for morning and afternoon breaks, but please note that we do not provide lunch.   The timetable is as follows:













    Note: break times can vary according to the needs of the training, and course duration for smaller class sizes are usually shorter because fewer delegates have fewer questions !

    For training at your offices, this itinerary can be varied by prior arrangement.

    What you get

    With your Telephone Skills training course from Activia, you get a free workbook, so you can review and revise afterwards to reinforce your knowledge.

    Every delegate on a Telephone Skills course also gets an Activia Training Attendance Certificate.


    Call us on:
    0333 6000 111

       You can Email us direct (You'll usually get a response within 2-3 working hours)
       Or fill out the details below and we'll be in touch very soon:

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