Professional Telephone Techniques

Face-to-face Instructor Led Courses, Marketing and Sales, Telesales

What Is Professional Telephone Techniques Training?

An unhappy customer whose problem is solved professionally by a skilled telephone operator can be turned in to your most profitable advocate. The course teaches all those working with the telephone how to use listening techniques to understand their customers needs, how to control conversations through tried and tested call plans and how to regain control in explosive situations and diffuse anger.

Who Should Attend

Any person who requires the need to be trained in Professional Telephone Techniques through the course of their normal working duties. This course is suitable for anyone working in the Telesales arena or Marketing and Sales sector, pre-requisites may be required.

Course Agenda

- Create a professional image on the telephone
- Use phone communication to your advantage and be aware of its limitations
- Know the key stages of a call (answer;handover; conclude)
- Use your voice and language to sound professional
- Control a call and gain information
- Question and listen effectively
- Know the importance of checkback
- Sound professional in your voice and words
- Manage a difficult situation
- Learn the consequences of different customer service styles
- Use EASE to handle dissatisfaction
- Screen calls properly.


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


The Professional Telephone Techniques 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.

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

Available on client premises as an in-house course or at one of training venues, provided minimum delegate numbers are achieved. Whatever your requirement, simply complete the enquiry form below and we'll send you our quotation by return.

Make A Professional Telephone Techniques 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 Professional Telephone Techniques courses. For all other enquiries, please use the general contact page, refine your search above or call us on 0844 335 8882.

Professional Telephone Techniques Training Enquiry

Open / Public Course Dates
Open Courses Unavailable
eLearning Options
eLearning Currently Unavailable
Professional Telephone Techniques
Part of our Telesales range of training courses

Course Information

  • Course Duration 1 day
  • Max Class Size 12

  • All prices exclude VAT. Discounts available for larger groups & for corporate clients.
Our Professional Telephone Techniques Training Courses

Rated 4.4 / 5
*based on 126 client reviews.