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Telephone Techniques


Telephone Communication Skills

The key to mastering telephone communication lies in acknowledging its unique characteristics and limitations. Telephones and similar remote communication technology continue to play an important role at the heart of millions of businesses worldwide. In telesales and customer service across the board, advanced telephone communication skills can make all the difference. When gesturing, body language and facial expressions are removed from the equation, verbal communication plays a more critical role in message-delivery. By mastering telephone communication, you learn how to make influence and persuasion work in your favour.

This targeted telephone communication skills tutorial has been designed for business owners, managers and anyone involved in telephone communications at any level. Explore a variety of effective telephone techniques, along with the importance of empathy and the key steps involved in efficient request handling. Learn how to make turn the apparent limitations of telephone communications into positives for your business.



  • Outline various Communication Skills
  • Identify and Explore Telephone Techniques

Programme Content


  • The Importance of Empathy
  • Defining Communication
  • Asking Questions
  • Telephone Techniques
  • Handling Everyday Requests

Target Audience

  • Customers support staff
  • Any customer care workers pursuing CPD
  • Business owners, managers and supervisors
  • Team leaders and supervisors.
  • Telesales workers and operators
  • Candidates seeking to expand their career opportunities


This is a standalone course and assumes no prior knowledge.


  • Participants:8 - 400
  • Duration: 2 - 3 hours
  • Participation:Only collaborative

Key Benefits

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Course at QLS
Study Method Online
Course Duration 10 Hours
Start Date on going
Awarding Body BOLC
Full Fee:    £ 120

Discount:    £ 96

Pay Today:    £ 24

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