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Professional Telephone Skills Training Course



How people conduct themselves on the telephone speaks volumes about an organisation’s professionalism. Get it wrong and they may create a bad impression and even lose customers; get it right and they’re helping to promote the brand, get the customer on board and even spread the word about an organisation’s exceptional service.


Hamilton Mercer’s unique Methodologies™ provide people with best practice structures to take ownership of telephone conversations and create the best possible impression.


Who Should Attend?

People (at all levels) interacting with customers and colleagues on the telephone.


Content Overview

Module 1: Professional Communication Skills

Learning Outcomes:

Becoming a more believable / persuasive / influential communicator. Taking a responsive (can-do) approach to requests. Creating a professional impression.


  • Factors of the Voice
  • Using Positive and Persuasive Language

Module 2: Best Practice Telephone Etiquette

Learning Outcomes:

Keeping callers informed. Creating a seamless experience. Gathering accurate information.


  • Placing Callers on Hold / Transferring Calls
  • Making the Most of Silent Periods During Conversations
  • Clarification of Important Customer Details

Module 3: Part One – Structuring Professional Telephone Conversations

Learning Outcomes:

Structuring and leading conversations. Gathering valuable and accurate information.


  • Professional Telephone Greeting
  • Screening Calls
  • Closing Calls Professionally

Module 4: Part Two – Structuring Professional Telephone Conversations

Learning Outcomes:

Taking ownership for gathering the correct information from callers. Using the correct levels of assertion with persistent callers.


  • Effective Message Taking
  • Handling Unsolicited Sales Calls Assertively


Learning Formats

Option 1: Tailored In-house Training (Suitable for Groups of People)

• Locations/Availability: Delivered at your premises, UK / Worldwide, seven days a week.

• Our Approach: Comprehensive seven-step approach to identify your requirements, tailor course content and design post-course reinforcement tools.

• Length/Timings: Flexible. 90min bite-sized sessions, half-day, full-day, or two-day courses.

• Group Size: Flexible.

Call us to discuss your requirements on 0208 445 9625, or complete an enquiry form.


Option 2: Scheduled Courses (Suitable for Individuals / Small Groups)

• Locations / Availability: Regular courses in London (dates listed below).

• Our Approach: Questionnaires to establish key development areas. Personal action plans to support skills reinforcement.

• Length/Timings: 1 day (9.30am – 4.30pm).

• Group Size: Average of 6 delegates (maximum of 8). Led by friendly and experienced facilitators. Plenty of personal attention given.

• Refreshments: Breakfast, lunch and refreshments provided throughout the day.

• Awards: Certificate of Training presented on completion and course manual included.


London Training Centre > 20 Mercer Street, Covent Garden, London WC2H 9HD.

2020 Dates Status Price Book Course
March 4th Available £275+vat Book Online
April 23rd Available £275+vat Book Online
June 2nd Available £275+vat Book Online

Additional Dates: Can't see a suitable date? Give us a call on 0800 121 4660 to discuss.

Special Offers: Discounts for Multiple bookings, Charities and Social Enterprises.



Our Clients Include

Hamilton Mercer Training - Clients

Call 0800 121 4660
Enquiry form Click here

Online Booking form Click here

“I think the course went really well, I have learnt a lot today. I have learnt to listen to the caller, understand the caller and deal with the situation respectfully”.


Greenwich Council


“The content was stimulating and informative. It delivered valuable training in an easy and interactive way. The session was extremely useful”.

Call Centre Advisor



“I enjoyed the course and found its content excellent. I would like all of my staff to attend one of these sessions. The trainer’s delivery style was excellent and I found the interactive element of the course especially useful as it was possible to observe the performance of my staff”.

Team Leader

Luminus Group


“I really enjoyed the course; it highlighted the areas where I need to improve. The process to help with listening skills is something I feel will really help me in my role”.

UK Sales Assistant

Osborne & Little