Course Overview

This course will ensure your staff always project the correct image to your potential customers and clients to make your company stand out from the crowd. It is designed for anyone who uses the telephone and is written with both the customer and the organisation in mind to maximise service and customer care.

By the end of this course you will feel both competent and confident in your telephone skills and customer care. It will allow you to:

  • describe the key features of customer service
  • examine the benefits of professional telephone techniques and determine which are the most effective for you
  • using the telephone professionally
  • manage your customers in a better way
  • managing difficult calls
  • increase self esteem and reduction in stress

After completion of this course you will:

  • develop confidence and reduce the fear or panic when dealing with customers on the phone
  • learn advanced technique of controlling the call
  • learn to use several new customer care techniques
  • understand the differences between normal and effective care
  • recognise the verbal and vocal aspects of telephone skills
  • learn tips for effective telephone calls

Please click the link Telephone Skills And Customer Care to take the free course

If you like the free course and wish to take the full course please visit our online training page. Click on the course from the list and start. Online courses start from just £30. Once you are registered and paid the fee you will be able to take the full course at your own pace.

Course Details

Lesson Plan

Areas covered include:

  • Defining quality customer service
  • Using the telephone professionally
  • Controlling the call – Advanced techniques
  • Managing difficult calls


On completion of this course you will be able to download a Total Success certificate of course completion.


Approximately 2 hour. The length of time taken depends entirely on how quickly you can study and absorb the material. You can proceed as quickly or slowly as you like, and there is no limit on how long you can take to do the course.

Target Audience

This course is aimed at managers who may have responsibility for a team of people, or an individual, and therefore the requirement or desire to delegate work.

Entry Requirements

There are no specific entry requirements for this course.

Please click the link Telephone Skills And Customer Care to take the free course