Telephone Skills And Customer Service

Face-to-face Instructor Led Courses, Business, Customer Service

What Is Telephone Skills And Customer Service Training?

This course is designed for people who use the telephone for their day-to day interaction with customers, suppliers or work colleagues. Focusing on handling in-bound calls, delegates will gain an understanding of important telephone techniques along with the key principles of customer service. The workshop starts by identifying the importance of customer service, the needs and expectations of callers and the 7 service standards for great customer service. The do's and don'ts of communicating by telephone are covered. Essential telephone techniques, including the correct way to handle an incoming, making an outbound call and leaving professional voice messages are discussed. Delegates are also shown how to handle awkward callers.

Who Should Attend

Anyone who answers the telephone and needs to improve their call handling techniques and understanding of the key principals of customer service.

Course Agenda

- Why is Customer Service Important?
- Who are our Customers?
- Understanding the needs of callers
- Customer care standards
- Communicating by Telephone
- Points of Difference Telephone v Face to Face Communication
- The Golden Rules
- Using Your Voice Well
- Questioning to Gather Information
- Adopting Effective Listening Habits
- Telephone Techniques
- Answering Inbound Calls
- Re-Routing Calls
- Making Outbound Calls
- Leaving Professional Voice Messages
- Handling Awkward Callers
- Showing Empathy and Understanding
- Handling Irate Customers
- Dealing with Complaints
- Instant Role Play
-Your Action Plans


Available onsite or nationwide at any of over 50 centres, see below our open course availability. Alternatively, call 0844 335 8882.


The Telephone Skills And Customer Service course will be accredited to the latest in recognised certificating award. All successful delegates will also receive an Xyz certificate of attendance. Enrolled subscribers of the National Training Card will also have any certificate, qualification and/or ID card (where applicable) automatically added to their member account.

Open Courses & Public Events

Our Telephone Skills And Customer Service training public event calendar has more than open course training dates taking place across the UK. Search and book securely online and receive an immediate confirmation together with full joining instructions, your VAT invoice and a receipt of payment. You are also able to make an enquiry and receive our formal quotation. Lowest price guaranteed.

More Information

We train in excess of 100,000 delegates per year. For more information, please make your enquiry using the form below. The XYZ Training Group Customer Charter ensures that all enquiries are responded to the same day.

Course Availability

In addition to a comprehensive Telephone Skills And Customer Service open course schedule, training is also available on client premises or at one of our training venues as a private course - provided minimum delegate numbers are achieved. Whatever your requirement, start by completing the form below and we'll send you the full course information and a quotation based on your requirements.

Make A Telephone Skills And Customer Service General Enquiry Here

Complete the form below and we'll send you some training options and / or a quote by return. Please only use this form if you are interested in Telephone Skills And Customer Service courses. For all other enquiries, please use the general contact page, refine your search above or call us on 0844 335 8882.

Telephone Skills And Customer Service Training Enquiry

eLearning Options
eLearning Currently Unavailable
Telephone Skills And Customer Service
Part of our Customer Service range of training courses

Course Information

  • Course Duration 1 day
  • Max Class Size 4

  • All prices exclude VAT. Discounts available for larger groups & for corporate clients.
Our Telephone Skills And Customer Service Training Courses

Rated 4.5 / 5
*based on 144 client reviews.