Professional Telephone Skills - 3hours
Upcoming dates
Click a date to book online.
| Location | Dec 26 | Feb 27 | Apr 27 | May 27 |
|---|---|---|---|---|
| Virtual |
Overview
Learn how to communicate more professionally on the telephone, manage difficult customers, improve your listening skills and much more. This course was developed to help your staff conduct better, business-related phone conversations and provide excellent service and support via the telephone.
In this PD Training Signature Series course you will learn key skills like improving your phone "voice", what words should never be used, how to use effective questioning techniques, dealing with angry customers, what to say when leaving voicemails, staying in control of the call and much more.
Who should attend
This is a practical class that is suitable for all audiences, and provides participants with tools they can apply on-the-job (and in other contexts) the very next day.
Prerequisites
There are no prerequisites for this course.
What you'll learn
In this course participants will:
- Project a professional image over the phone
- Master a professional, effective & reassuring telephone voice
- Gain client's trust using proven communication techniques
- Learn to question effectively over the phone
- Master proven techniques to professionally manage irate customers
Course content
This Telephone Skills Training course will provide your staff with the skills they need to handle phone calls professionally. This will ensure that a positive image of your organisation is reinforced and strengthened with every conversation.
The telephone etiquette displayed by employees is indicative of a staff's willingness and ability to efficiently assist customers. The skills and attitude projected over the telephone can form a lasting impression in the minds of customers, making it a critical and memorable customer experience.
Virtual teams are becoming the norm rather than the exception, and one of their primary channels of communication is the telephone. Hence, it is imperative for virtual employees to also have a good understanding of business telephone etiquette in order to provide the best outcome for the customer.
After completing this course, participants will have learned to:
Topic 1: Your Personality/Your Telephone Voice
- REACH Review – Communication Evolution Tool
- The Communication Model
- The ABCDE (Five Qualities) of a Good Telephone Voice
- Your Welcome – Should HAIL
- Voice Modulation – The 6 P’s to Para verbal Communication
- Reflection
Topic 2: Gaining Your Client’s Trust
- You Never Get a Second Chance to Make a Good First Impression
- Create a Positive First Impression:
- 4 Key Parts to Your Phone Greeting
- Put Your Clients at Ease with Positive Language
- Show Urgency
- Getting to the Point Quickly - Saying Too Much
- Ending a Call Politely and Professionally
- Put It Into Practice
- Reflection
Topic 3: Handling Barriers Over The Phone
- Managing the 5 Barriers
- Words That Must Never Be Used
- Reflection
Topic 4: Effective Questioning
- WIIFM
- Good Questioning Techniques
- Ask Yourself the Following 5
- Open and Closed Questions
- Clarifying Questions
- Seek Satisfaction/Understanding
- Questions to Keep Control of the Call
- Arrange When You Will Call Them Back
- Reflection
Topic 5: Irate Clients
- How to Deal with Angry Clients
- The Challenge of Angry Clients
- Do Not Allow Negative Emotions to Affect You
- High Emotion – Low Intelligence
- Use the HEAT to Defuse an Irate Client
- Reflection
Common questions
When does Professional Telephone Skills - 3hours next run?
The next date is Mon, 7 Dec 2026, and there are 3 further dates scheduled. Delivered live online. Every date and its format is listed on this page.
How much does Professional Telephone Skills - 3hours cost?
From $480 + GST per person. Pricing can differ by date and location, so check the option you want before booking.
Can we pay by invoice instead of by card?
Yes. Choose 'Pay by invoice' when you book and we'll hold your place and send the invoice to your accounts address, with a purchase order number on it if you need one. You can also pay by card at the time of booking if that's easier.
Do I need any prior experience?
There are no prerequisites for this course.
Can I attend online, or does it have to be in a classroom?
This course runs live online, so you can join from anywhere in New Zealand.
Can you run this course for my team?
Yes. Any ACE course can be delivered in-house at your workplace and tailored to your team's tools and goals — quote course code PDTP945_C when you enquire.