Professional Telephone Skills

We discuss attitude and positivity and using effective conversation skills to build rapport and achieve your business goals. We also explore useful techniques for selling a service and dealing with the dreaded difficult caller!

Why book this workshop?

Your phone based staff are often the first impression a customer gets of your business. There is nothing more off-putting than a surly, disinterested person who doesn’t represent your business in its best light.


We have a vast, practical background in running call centre teams and can offer a wide variety of support with your staff who deal with customers on the phone.


We will work with your phone-based staff to give them practical, useful techniques for holding an effective phone conversation.



What you will learn

  • The importance of having the right attitude
  • Using effective conversation skills
  • How to build rapport
  • Achieving your business goals
  • Selling the vision
  • Dealing with difficult callers


Who will benefit?

This course is suitable for anyone who interacts with customers on the phone.


Whether it is in a call centre, a receptionist, sales call or taking turns when the phone rings in the shop – there’s something for everyone in this fun workshop!


How it works

We discuss the type of telephone services you provide and training areas you would like addressed, then we tailor the course to meet your needs. The courses are usually delivered at your premises.


Our workshop delivery is interactive and depending on your needs, includes training manuals, participation exercises and face-to-face customer scenarios.


We don’t leave you hanging! Course also includes follow up and even mystery shopping to see how your team have implemented the changes!


Workshop Content



The Company Vision

Concepts for Living

A winning team

The WOW factor!

Defining our Mission


Call Control

Active Listening

Positive and Assertive wording


Red Rag Words

Phonetic Alphabet



Telephone Courtesies

Essential Attitudes

Setting Expectations




Dealing with difficult, abusive or complaining Customers



Definition of Selling

Being the expert


Putting Price

Personalities and Behaviour

Frequently Asked Questions

What times and days do you operate?

Finding the right time to deliver training is important to fit in with your operation. One day training usually takes place between 09:00 to 16:00 Monday – Friday. But also, we can arrange a series of training across early mornings or evenings, during regular staff meeting times, or at weekends.

What area do you cover?

Our office is based in South West London, but our work covers Greater London & all the home counties. Usually training takes place at your business premises, but if you don’t have a suitable training room, we can arrange a convenient training venue.

How many people can I enrol in a workshop?

Our training is designed to work best with groups of between 2 – 12 people per session.

How much does it cost?

We work at an affordable all-inclusive fixed day rate to fit your training budget, which we will quote based on the programme(s) required, quantity of sessions and delegates, and your location. Our rate includes all travel and resources needed to deliver the training.

Enquire About Our Workshops

We’re here to help you make you customer services team the very best in the business! Reach out today to see how our services can help.