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Rated 4.9/5

2,060 reviews on

Professional
Telephone Skills

Duration: One Day

How people conduct themselves on the telephone speaks volumes about an organisation’s professionalism.

Hamilton Mercer’s Service Methodologies™ help learners enhance their telephone manner and etiquette, build stronger connections with callers, and enable them to structure and lead conversations with confidence.

Certification

  • This course is accredited by The CPD Standards Office (CPDSO) and is worth a total of 6 CPD Hours.

    Upon completion, learners will be awarded with an Official CPD Certificate & Learning Reflection Tool, which can be included within a formal CPD record for a professional institute, regulator or employer.

Certification

This course is accredited by The CPD Standards Office (CPDSO) and is worth a total of 6 CPD Hours.

Upon completion, learners will be awarded with an Official CPD Certificate & Learning Reflection Tool, which can be included within a formal CPD record for a professional institute, regulator or employer.

Audience

Audience

  • People of all experience levels and seniority communicating via the telephone with external customers (clients / suppliers) and internal customers (colleagues / contractors).

Learning Objectives

Learning Objectives

  • Upon completing this course, learners will be able to:
  • Create a welcoming and professional first impression to set the desired tone for the conversation.
  • Structure and lead conversations, keeping them focused and timely.
  • Build strong connections with callers in a personable manner.
  • Apply best-practice telephone etiquette to to demonstrate professionalism.
  • Gather accurate information from callers to document and share with colleagues.

Return on Investment

Return on Investment

  • Performance outcomes include:
  • Enhanced reputation and customer loyalty – positioning your team as true professionals.
  • Increased attention to detail and a highly organised approach to information and data management.
  • A more engaged workforce – promoting greater self-awareness, confidence, and positivity.
  • Improved behavioural consistency, internal communication, and operational efficiency.
  • Stronger customer relationships – leading to higher satisfaction and repeat business.

Course Content

Course Content

Learning Outcomes

  • Become a more believable, persuasive and influential communicator.
  • Increase self-awareness, confidence and professionalism.
  • Become a more believable, persuasive and influential communicator.
  • Consistently communicate a responsive (can-do) approach.

Service Methodologies

  • ‘Believability’ of Communication
  • Body Language & Voice Factors
  • Using Positive and Persuasive Language

Learning Outcomes

  • Manage the expectations of callers and brief colleagues properly.
  • Utilise ‘dead-time’ during conversations to create a more seamless experience.
  • Improve attention to detail and the accuracy of information gathered.

Service Methodologies

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

Learning Outcomes

  • Create a welcoming and professional first impression.
  • Improve the structure and timeliness of how calls are handled.
  • Apply the correct levels of assertion and professionalism with sales calls.

Service Methodologies

  • Professional Telephone Greeting
  • Screening Calls
  • Handling Unsolicited Sales Calls Assertively

Learning Outcomes

  • Create a welcoming and professional first impression.
  • Improve the structure and timeliness of how calls are handled.
  • Apply the correct levels of assertion and professionalism with sales calls.

Service Methodologies

  • Professional Telephone Greeting
  • Screening Calls
  • Handling Unsolicited Sales Calls Assertively

Learning Formats

scheduled-coursesCreated with Sketch.

Classroom

Instructor-Led at one of
our Locations or Yours

Live Virtual

Instructor-Led via
Zoom or Microsoft Teams

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Hybrid

Instructor-Led, combining Classroom & Live Virtual

Quick Links

View Course dates
Make an Enquiry
Read Reviews

Learning Solutions

Learning Solutions

Option 1
Scheduled Courses
Develop Individuals

  • Length: One Day.
  • Delivery Style: Instructor-Led, Highly Interactive (no PowerPoint) & Inclusive.
  • Format/Location: Classroom (Covent Garden, London) or Live Virtual (via Zoom).
  • Catering: Breakfast, Lunch & Refreshments by Monmouth Kitchen.
  • Approach: Pre-Course Questionnaire & Learning Reinforcement Toolkit.
  • Certification: CPD Certificate & Learning Reflection Tool (6 CPD Hours).
  • Learning Materials & Reinforcement: Learning Manual, Cheat Sheets, Fortnightly Knowledge Quizzes, Assessment Questionnaires.
View Course Dates

Option 2
Tailored Training
Develop Teams

  • Length: Flexible.
  • Delivery Style: Instructor-Led, Highly Interactive (no PowerPoint) & Inclusive.
  • Format/Location: Classroom (At Your Offices), Live Virtual (via Microsoft Teams/Zoom), Hybrid (Combination of Both).
  • Approach: Comprehensive Learning and Performance Needs Analysis & Learning Reinforcement Toolkit.
  • Certification: CPD Certificate & Learning Reflection Tool (6 CPD Hours).
  • Learning Materials & Reinforcement: Learning Manual, Cheat Sheets, Fortnightly Knowledge Quizzes, Assessment Questionnaires.
Make an Enquiry

Option 3
Transformation Programme
Develop Teams & Culture

  • Length: Flexible.
  • Delivery Style: Instructor-Led, Highly Interactive (no PowerPoint) & Inclusive.
  • Format/Location: Classroom (At Your Offices), Live Virtual (via Microsoft Teams/Zoom), Hybrid (Combination of Both).
  • Approach: Comprehensive Learning and Performance Needs Analysis & Learning Reinforcement Toolkit & Coaching for Leaders/Managers.
  • Certification: CPD Certificate & Learning Reflection Tool (6 - 18 CPD Hours).
  • Learning Materials & Reinforcement: Learning Manual & Videos, Cheat Sheets, Fortnightly Knowledge Quizzes, Assessment Questionnaires.
Make an Enquiry

Scheduled Course Dates

Classroom & Live Virtual

Scheduled Course Dates

Classroom & Live Virtual

Classroom & Live Virtual

London – Covent Garden

20 Mercer Street
Covent Garden
London
WC2H 9HD

View map here

Live Virtual Sessions – will be Led Live by our Expert  Facilitators via Zoom.

Do you have more than 3 learners?

A more cost effective solution would be our Tailored Training; this can be delivered as Live Virtual, Classroom  (at your offices) or Hybrid training.

Call us on 0800 121 4660 or complete the enquiry form to discuss.

Testimonials & Reviews

Testimonials & Reviews

Global or local, we’re the trusted experts

Since 2007 we’ve worked with organisations of all sizes, from government agencies to technology giants, we help thousands of people across the world define a service standard.

Since 2007 we’ve worked with organisations of all sizes, from government agencies to technology giants, we help thousands of people across the world define a service standard.

Private Sector

“The content was stimulating and informative. It delivered valuable training in an easy and interactive way. The session was extremely useful”
Chanel, Call Centre Advisor
Chanel, Call Centre Advisor
“I found it very helpful and was tailored specifically to my needs. I preferred a small group like today rather than a large group. The trainer was very good at delivering the content, didn’t make it boring.”
Premier League, PA
Premier League, PA
“I couldn’t have enjoyed the course any more than I did. Simon made the entire course interesting and fun yet covering all information and support I needed. I would definitely recommend this course to anyone needing telephone skills.”
Katten Muchin Rosenman UK LLP, Office Junior
Katten Muchin Rosenman UK LLP, Office Junior

Public Sector

“It was excellent training - I learnt a lot. I think other department should also participate this training.”
Public Health England, Data Manager
Public Health England, Data Manager
“Susan was an excellent tutor. The course has given me the confidence to respond to incoming calls which I would have dreaded before. I will be recommending this course to colleagues.”
Ealing Council, Enforcement Officer
Ealing Council, Enforcement Officer
“The training was well delivered and our trainer was absolutely fantastic !!!”
Independent Parliamentary Standards Authority (IPSA)
Independent Parliamentary Standards Authority (IPSA)

Third Sector

“I thought it was really interesting, informative, useful and well-delivered. Everything was applicable to our work and it really bolstered my confidence in handling any phone calls. I've already started using what I learned!”
Greenpeace, Supporter Services Assistant
Greenpeace, Supporter Services Assistant
“I have learnt a lot of things I didn’t know and how I can improve them. It was very useful and I will tell all of my work friends to come and do the course. I would love to do again and again.”
Bluebird Care Kensington and Chelsea, Care Coordinator
Bluebird Care Kensington and Chelsea, Care Coordinator
“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.”
Luminus Group, Team Leader
Luminus Group, Team Leader

Let's Chat

Contact us today

Find out more about our customer service training and personal development courses.

Give us a call on 0800 121 4660 or complete the enquiry form.

Head Office

930 High Road
North Finchley
London
N12 9RT

London

20 Mercer Street
Covent Garden
London
WC2H 9HD

Birmingham

The BCEC
Hill Street
Birmingham
B5 4EW

Manchester

Centurion House
129 Deansgate
Manchester
M3 3WR

Hamilton Mercer
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Company Nº 06419717  |  VAT Registration Nº 922 4698 09 | Registered Office: 930 High Road, London, N12 9RT

Hamilton Mercer