Telephone Techniques

ATI-Mirage Training and Business Solutions

Event outline


The purpose of this training is to understand how the use of the telephone impacts on customer relationships, and to acquire the skills and techniques needed to provide telephone service excellence. One important way your customers and prospects evaluate your organisation is through the manner in which their telephone calls are handled as this is often their first point of contact.


  • Course context
  • Personal learning objectives

Telephone customer service

  • Why customer service is a must
  • Building a reputation for customer service excellence
  • Dealing with a variety of calls with a diverse range of customers
  • Taking ownership, accountability and responsibility

Telephone communication

  • Vocal and verbal communication to build rapport - what you say is not always what people hear
  • Positive language
  • Fine tune your listening skills
  • Understanding words and phrases that connect and those that disconnect
  • Getting right your greeting, closing, taking messages and hand overs

Managing Challenging Calls

  • Dealing with complaints
  • Difficult customers
  • Break repetitive loops (when customers repeat themselves and are stuck in story)
  • Taking care of yourself

Putting it into practice

  • Action planning

Learning outcomes

  • Understand how to handle calls effectively
  • Use your voice to convey the right message
  • Satisfy customer needs effectively
  • Understand customer diversity
  • Provide customers with enhanced telephone service
  • Explain why complaints are important
  • Effectively handle complaints and difficult behaviours in accordance with organisational guidelines
  • Find effective ways to stay energised.


This course requires no previous training or experience

Course duration

½ day

Please contact us for more information regarding course customisation.

Dates & registration

There are no dates listed for this event.

Provider information

We are committed to providing Government organisations and individuals with the tools they need to thrive. We are a proudly West-Australian owned company dedicated to keeping learning real. 100% quality guarantee with over 180,000 people trained.