It can be challenging to convey professionalism and credibility on the telephone in a quick-paced work environment. This course provides techniques and information for dealing effectively with people over the phone in a selling, problem solving or customer complaint situation.


The module covers these topics and more:
    • Identify Common Communication Breakdowns

    • Recognize elements of communication

    • Appreciating the value of non-verbal communication

    • Learn ways of handling incoming and outgoing calls effectively

    • Voice mail etiquette


All employees could benefit from this module. The major objective is to improve courtesy and customer service on the telephone.


This module can be presented with a minimum of two hours.


    • Self Assessment: Your phone skills

    • Voice mail checklist

    • Handling challenging phone conversations

    • Reference to company equipment and functions

    • Group discussions: Sample situations

    • Summary and action items
Note: Other courses are available or can be designed based on client needs. Please contact Claremont for more information