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Professional Telephone Skills

  • Length 1 day
  • Price $726 inc GST
Course overview
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Why study this course

This course will provide you with the skills you need to handle phone calls professionally.

Learn how to communicate more professionally on the telephone, manage difficult customers, improve your listening skills and much more with our 1-day, Professional Telephone Skills Course.  This course was developed to help your staff conduct better, business-related phone conversations and provide excellent service and support via the telephone.

In this PD Training Signature Series course you will learn key skills like improving your phone "voice", what words should never be used, how to use effective questioning techniques, dealing with angry customers, what to say when leaving voicemails, staying in control of the call and much more.

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What you’ll learn

After completing this course participants will be able to:

  • Provide effective client service over the phone

  • Project a professional image over the phone

  • Master a professional, effective and reassuring telephone voice

  • Gain a client's trust using proven communication techniques

  • Question effectively over the phone

  • Master proven techniques to professionally manage irate customers

  • Use tips for handling a busy reception

  • Phrase words more effectively for positive and clearer communication

  • Establish the right words for unambiguous, positive and productive communication

  • Leave effective voicemail messages 

PD Training at DDLS

PD Training is Australia's leading provider of professional development training, cutting edge psychometric profiling and HR services. They help companies provide training and development to their staff that is on-target, fun, retained, and achieves their goals.
DDLS partners with PD Training to offer an extensive range of Professional Development training and short courses, through a network of over 400 specialist trainers.

Stay ahead of the technology curve

Don’t let your tech outpace the skills of your people

Quality instructors and content

Expert instructors with real world experience and the latest vendor- approved in-depth course content.

Partner-Preferred Supplier

Chosen and awarded by the world’s leading vendors as preferred training partner.

Ahead of the technology curve

No matter your chosen technologies or platforms, we can help you stay one step ahead.

Who is the course for?

This is a practical class that is suitable for all audiences, and provides people with tools they can apply on-the-job (and in other contexts) the very next day.

Course subjects

Lesson 1: Providing Effective Client Service

  • Welcome

  • The Ten Commandments of Good Business

  • What Makes An Effective Client Communicator?

  • The Seven Deadly Sins of Service

  • Reflection

Lesson 2: Your Personality/Your Telephone Voice

  • REACH Review – Communication Evolution Tool

  • The Communication Model

  • The ABCDE (Five Qualities) of a Good Telephone Voice

  • Your Welcome – Should HAIL

  • Voice Modulation – The 6 Ps to Para verbal Communication

  • Reflection

Lesson 3: Gaining Your Client’s Trust

  • You Never Get a Second Chance to Make a Good First Impression

  • Create a Positive First Impression:

  • 4 Key Parts to Your Phone Greeting

  • Put Your Clients at Ease with Positive Language

  • Show Urgency

  • Getting to the Point Quickly - Saying Too Much

  • Ending a Call Politely and Professionally

  • Put It Into Practice

  • Reflection

Lesson 4: Handling Barriers Over The Phone

  • Managing the 5 Barriers

  • Words That Must Never Be Used

  • Reflection

Lesson 5: Effective Questioning


  • Good Questioning Techniques

  • Ask Yourself the Following 5

  • Open and Closed Questions

  • Clarifying Questions

  • Seek Satisfaction/Understanding

  • Questions to Keep Control of the Call

  • Arrange When You Will Call Them Back

  • Reflection

Lesson 6: Irate Clients

  • How to Deal with Angry Clients

  • The Challenge of Angry Clients

  • Do Not Allow Negative Emotions to Affect You

  • High Emotion – Low Intelligence

  • Use the HEAT to Defuse an Irate Client

  • Reflection

Lesson 7: Prepare Yourself

  • Planning Phone Calls

  • Check Your Ringtone

  • Transferring Calls

  • Asking a Client to Hold

  • Taking Messages

  • Reflection

Lesson 8: Reception Tips

  • Serving Clients at the Reception: The Dos

  • Serving Clients at the Reception: The Don’ts

  • Reflection

Lesson 9: Professional Voicemail Messages

  • What to Include in a Voicemail Message?

  • Customised Messages for Different Callers

  • Closed Greeting

  • Internal Greeting

  • Practice, Practice, Practice

  • Reflection

Lesson 10: Reflections

  • Create an Action Plan

  • Accountability = Action




DDLS offers training through our partnership with PD Training. This arrangement requires DDLS to provide your details to PD Training for course registration purposes.

Terms & Conditions

The supply of this course by DDLS is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.

Request Course Information

By submitting an enquiry, you agree to our privacy policy and receiving email and other forms of communication from us. You can opt-out at any time.