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Telephone skills

How you and your staff answer the telephone and respond to your potential and current customers can greatly impact on how your company or department will be judged.

The initial words and telephone manner adopted by your staff create a vital first and lasting impression.

This course is aimed at ensuring you give external and internal customers an excellent first impression.

Course objectives:

To provide participants with the skills, knowledge and confidence to answer telephone calls and constructively respond to customer enquiries. You will also learn how to control the call in a timely and professional manner, even when the caller is difficult.

Areas covered include:

  • Image
  • Tone of voice
  • Listening skills
  • Questioning techniques
  • Attitude and behaviour
  • How to deal with ‘awkward callers’.

Who should attend?

Everyone who needs to improve their telephone skills.

Our trainer

Theresa Ganz is a specialist in how to deal with customers, communication and presentation skills. Her background comprises roles in housing, information technology and at Manchester Business School. A freelance trainer for many years, her courses are fun, practical and enjoyable.

Our bite-size workshops are half-day events that provide a cost-effective way of gaining essential knowledge and skills.

HQN has a track record of helping organisations achieve real and lasting performance improvements. If you are interested in accessing this training package please contact us by emailing

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