Telephone Skills Training Course

Telephone Skills Training Course Telephone Skills Training Course
By Knowledge Hub Asia
Course Title:
Telephone Techniques that Win Customers
Training Category:
Soft Skills
Target Audience:
All levels with the need to improve telephone skills.
2 Days
Public Program* Now Available! »
Feb 2020 ›
The Hub, Jaya One, Petaling Jaya, Malaysia
Mon 17 Feb 2020 - Tue 18 Feb 2020
9:00AM - 5:00PM

Fee Per Person:
Additional fee for bank charges and currency exchange will be imposed for payment made by foreign currency.
  • Please call for Discounts & Promotions.
Register Now!

* Other terms & conditions apply.
For In-house Training »
Request for Quotation Request for Quotation
For Customization & Other Inquiries »
Contact Knowledge Hub Asia
Contact customer service +6012-266-2728
Email customer service
Delivery Methods
  • Language: English
  • PowerPoint Presentation
  • Workshop
  • Presentation Handouts
  • Indoor Activities
  • Video Presentation
  • Lecture
  • Certificate of Participation
*Terms & Conditions
Ad by Google

Telephone Skills:
Telephone Techniques that Win Customers

“Learn how to communicate effectively even without face-to-face!”

By Knowledge Hub Asia

PSMB Certified Training Provider
Request for In-house TrainingRequest for In-house Training
Register for Public TrainingPublic program not yet available
Register for Public TrainingRegister for Public Training
Email Customer Contact Customer Service+6012-266-2728


To be an effective telemarketers, a call center agent, a receptionist or an office administrator your voice is the most important factor to determine your success of your exchange. Therefore it is utmost important that you use the right tone, vocabulary and language when you are on the phone.

Talking on the phone is more challenging than having a conversation face-to-face. When you are talking on the phone you are unable to see the person expression or reaction they have in you.

As you are the first person in contract with the customer it is therefore important for you to have the proper skill on how to communicate effectively on the telephone.

Course Objectives

By the end of this program, participants should be able to:

  • Develop passion in creating a positive impression on the telephone
  • Acquire the telephone skills in winning callers’ confidence and trust
  • Project a positive and professional image through the telephone
  • Take message accurately
  • Connect with both internal and external customers effectively through the telephone

Course Outline


1. Knowing The Need To Create That Positive Impression On The Telephone

  • Knowing the Importance of Your Role
  • The Impact Of Client’s Expectation
  • Telephone Skills As Important Customer Service Performance

2. Avoiding The Danger Of Triggering Negative Experience On The Telephone

  • No One At Home Image
  • Computer Voice Mail
  • Singing Secretary
  • Busy Executive

3. Attitude Is Everything : X-Factor To Business Success

  • Service Oriented
  • Empathy
  • Listening

4. Essential Telephone Etiquette

  • The Magic Of Smile On The Phone
  • Power of Warm & Positive Greetings
  • Winning and Positive Words
  • Positive Verbal Nods
  • Showing Appreciation


5. 10 Telephone Basics – A Must Have Ability

6. Building Trust Through Good Telephone Techniques

  • Incoming Calls
  • Answering techniques
  • Taking messages
  • Transferring calls
  • Putting calls on hold
  • Outgoing Calls
  • Projecting A Professional Image
  • Handling Difficult Callers
  • (Telephone Scripts of I & II will be provided in training)

7. Using Voice Inflection : Controlling Your Call

  • Energy & Stamina
  • Rate of Speech
  • Pitch
  • Volume
  • Clarity
  • Tonality

8. Lip Service: 1st Class Customer Service

  • Treating that call a “performance”
  • Reinforcing 1st impression
  • Making that statement “How may I help you?” an offer to serve

9. Discussion


Full participation is compulsory in this energized and fun filled training. Individual, team activities and role plays are included.

For In-house Training:

Request for Quotation

Request for Quotation Now

For Content Customization & Other Inquiries:

Contact Knowledge Hub Asia

Contact Customer Service


Email Customer Service

Ad by Google

Related Training Courses:

More Other Training Courses:

Published by: ,
Contact Us

"Hi, I'm your Contact Assistant! I'll help you to reach the right party for the right information. Click me to get started!"

Contact Assistant