Telephone Skills Course

Good telephone skills retain customers and may often be potential clients' first point of contact. People are more likely to do business with an organisation if the initial telephone conversation is pleasant and helpful.

Leave a lasting impression with training in telephone skills, learn to handle inbound calls, call forwarding, the fundamental principles of customer service, leaving a professional voice message and the do's and don'ts of communicating by telephone, handling objections and dealing with challenging situations such as complaints when they arise.

CUSTOMISATION

Create tailored learning programs that align precisely with your organisation's unique needs, culture, and objectives.

ENHANCED DEVELOPMENT

Transformative training that ignites employee engagement and fuels professional growth.

SEAMLESS INTEGRATION

Our onsite training seamlessly aligns with your existing initiatives and processes.

COST-EFFECTIVE

Maximise cost savings, and efficiency, and minimise disruption with our onsite training.

a few of the companies that trust dcm

Get the
Telephone Skills Training Full Course
Brochure & Timetable Instantly

Full Course Outline

What's Inside the Brochure - Course Format; Trainer Profiles; Testimonials; Membership Details; Full 2024 & Fee.

Membership Details

By becoming a Member with DCM, you will gain access to exclusive free courses and substantial discounts on our certified courses.

Customer Stories

We work with the biggest brands in Ireland including Symantec, Keelings and Vodafone but don't just take our word for it.

Tailored Training for Your Team?

Are you looking for a customised course for your team? An inhouse training solution is typically less expensive per head than publicly scheduled courses and provides greater business relevance.

Find out more

Why work with DCM?

We work with the biggest brands in Ireland including Ericsson, Coca Cola & Google, so you can have confidence in our ability to deliver excellent training programmes for your team or your business.

Try Our Free Courses

Why not try our free one of our Free 1 Day Live Virtual Courses. (Over 30 to choose from). We have topics including management, project management and lots more.

Safeguard Your Investment

We have delivered training courses to some of the biggest organisations in Ireland so you can have confidence in our ability to deliver the results you want to achieve.

Bitesize Learning

If the one day courses are too long, why not try our Free Bitesize Learning?. We have over a 100+ one hour courses to choose from including public speaking and negotiations

96% of people who attended our training courses would recommend to others

20K Join the 20,000+ members who've advanced their career with DCM

87% of learners report career benefits like getting a promotion or a raise

What is covered in this course?

This course will teach you how to have an engaging phone manner, customer service skills, dealing with difficult calls and how to leave professional massages.

Telephone Communication Skills

Self-assessment of your own style: Strengths & Weaknesses
Do's and Don'ts of Communication over the phone and how to react
Barriers to effective communication
Phraseology & language

Managing Aggressive Behaviour

Telephone techniques: opening calls, bridging gaps in conversation, managing the conversation and closing calls smoothly
Stages of an effective phone call
Controlling the conversation

Dealing with Difficult People

Understanding what causes customers to be demanding/difficult
Engaging the ‘professional brain' instead of the emotional brain
Handling criticism
How to give the best possible service

Trusted awarded & accredited. Safeguard your training investment with DCM Learning.

Need Some Advice?

We have an excellent team who are more than happy to give you advice about the course. It doesn't matter what the question please ask, we'd be delighted to help.

Ask a Question

Join over 20,000+ members that trust DCM Learning

What We Do

Founded in Dublin, DCM Learning is fast becoming recognised as a leading training organisation. We work closely with industry to define the skills and qualifications required to thrive.

At our core, we believe people learn best by doing. We design fun, powerful experiences that have a profound and lasting impact on people and their careers, inspiring new ways of thinking, building critical capabilities and unleashing business success. We empower you to learn from fresh, high-quality content on the skills that matter, taught by leading experts.

Our Customers

We work with small and large companies, individuals, Government Agencies, Universities and blue-chip companies such as Keelings, Google, Zendesk, Novartis, IBM and Symantec, so you can have confidence in our ability to deliver the results you want to achieve.