Telephone Skills

(4.9 based on 57 reviews)

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

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

Who should attend?

Suitable for people at all levels interacting with customers, suppliers and colleagues.

Course content – 90mins modules

Module 1: Professional Communication Skills

Learning Outcomes

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


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

Module 2: Best Practice Telephone Etiquette

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.


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

Module 3: Structuring Conversations - Part One

Learning Outcomes

  • Create a welcoming and professional first impression.
  • Improve the structure and timeliness of how calls are handled.
  • Take ownership of the message-taking process.


  • Professional Telephone Greeting
  • Screening Calls
  • Effective Message Taking

Module 4: Structuring Conversations - Part Two

Learning Outcomes

  • Apply the correct levels of assertion and professionalism with sales calls.
  • Ensure all questions have been answered before ending calls.
  • Create a positive and professional last impression.


  • Handling Unsolicited Sales Calls Assertively
  • Closing Calls Professionally

Global or local, we’re the trusted experts

We work with organisations of all sizes, across all sectors and industries, as well as individuals looking to uplift their capabilities and boost performance.

Learning formats

Virtual Classroom
Learn from Home - Live

  • 90mins, 180mins or One day courses.
  • Easy to join a class in just 3 simple steps.
  • Interact with a live expert learning consultant.
  • All you need is a device with Internet (camera and microphone recommended).
  • View available courses
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Tailored On-Site Training
We'll Come to You - Worldwide

  • 90mins, 180mins or One day courses.
  • Comprehensive seven-step approach to identify your requirements.
  • Tailored course content.
  • Manager development tools provided.
  • Call us on 0800 121 4660 or complete the enquiry form to discuss.
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Scheduled Courses
Come to Us - Across the UK

  • One day courses.
  • Lunch at our on-site restaurants and refreshments provided.
  • Pre-course questionnaires to establish key development areas.
  • Personal action plans to support skills reinforcement.
  • View available courses

Available Courses - Book yours now

£247.00 excl. VAT

Professional Telephone Skills

Wed 19 Aug 2020
09:30 AM BST - 04:30 PM BST
£247.00 excl. VAT

Professional Telephone Skills

Thu 24 Sep 2020
09:30 AM - 04:30 PM
£247.00 excl. VAT

Professional Telephone Skills

Tue 27 Oct 2020
09:30 AM - 04:30 PM

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

Rowlandson House
289-293 Ballards Lane
N12 8NP


20 Mercer Street
Covent Garden


Hill Street
B5 4EW


Centurion House
129 Deansgate
M3 3WR

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Company Nº 06419717  |  VAT Registration Nº 922 4698 09 | Registered Office: 9A Burroughs Gardens, London NW4 4AU