Telephone Techniques for Excellent Customer Service

Hours: 8 / Access Length: 3 Weeks / Delivery: Monthly, Mentor Supported
Retail Price: $245.00

Course Overview:

Participants will raise their awareness about the image they are projecting over the telephone through their words and tone of voice. They will explore ways to develop an appropriate telephone personality and convey information clearly, tactfully, and professionally. Good and bad telephone practices will be covered, along with current business telephone etiquette. Participants will learn the real sources of customer satisfaction and analyze the tension between the need to handle many calls and the need to satisfy each caller. Techniques to manage angry and other difficult callers will be offered.

Course Outline:

  • By the end of this lesson you will be able to name and control 3 - 4 characteristics that create the image you are projecting to your telephone customers.
  • You will be able to identify 3 - 4 good and bad telephone customer service practices and their consequences for you and your organization.
  • You will be able to list several action steps you can take to calm and work with angry callers.
  • You will be able to identify several ways to manage other difficult callers and situations, and you will be able to pick a way you'd like to reduce your personal stress.


All necessary materials are included.

System Requirements:

System Requirements:

Internet Connectivity Requirements:
  • Cable and DSL internet connections are recommended for the best experience.
Hardware Requirements:
  • CPU: 1 GHz or higher
  • RAM: 2 GB or higher
  • Resolution: 1280 x 720 or higher
  • Speakers / Headphones
  • Microphone (Webinar / Live Online sessions)
Operating System Requirements:
  • Microsoft Windows 7 or 10 (Home, Pro)
  • Mac OSX 10 or higher.
  • Latest Chrome OS
  • Latest Linux Distributions

NOTE: While we understand that our courses can be viewed on Android and iPhone devices, we do not recommend the use of these devices for our courses. The size of these devices do not provide a good learning environment for students taking online or live online based courses.

Web Browser Requirements:
  • Latest Google Chrome is recommended for the best experience.
  • Latest Mozilla FireFox
  • Latest Microsoft Edge
  • Latest Apple Safari
Basic Software Requirements (These are recommendations of software to use):
  • Office suite software (Microsoft Office, OpenOffice, or LibreOffice)
  • PDF reader program (Adobe Reader, FoxIt)
  • Courses may require other software that is denoted in the above course outline.

** The course outlines displayed on this website are subject to change at any time without prior notice. **