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Professional Telephone Skills - Online ILT

  • Length 3 hours
  • Price  $495 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 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.

You'll 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.

This is an instructor-led class that you can attend from home or your office - or anywhere with an internet connection. The class utilises secure video conferencing with interactive features such as live polling, screen sharing, whiteboards, live chat, and breakout sessions.

Please note: these classes run to a very tight schedule. Please join the class at least 10 minutes prior to commencement so you are ready to participate and don't miss a minute!

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What you’ll learn

After completing this course participants will be able to:

  • 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

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PD Training at Lumify Work

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.
Lumify Work partners with PD Training to offer an extensive range of Professional Development training and short courses, through a network of over 400 specialist trainers.

Who is the course for?

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

Course subjects

Lesson 1: Your Personality and 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 Six Ps to Para-Verbal Communication

Lesson 2: Gaining Your Client’s Trust

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

  • Create a Positive First Impression:

  • Four 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

Lesson 3: Handling Barriers Over the Phone

  • Managing the Five Barriers

  • Words That Must Never Be Used

Lesson 4: Effective Questioning


  • Good Questioning Techniques

  • Ask Yourself the Following Five Open and Closed Questions

  • Clarifying Questions

  • Seek Satisfaction/Understanding

  • Questions to Keep Control of the Call

  • Arrange When You Will Call Them Back

Lesson 5: 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




Lumify Work offers training through our partnership with PD Training. This arrangement requires Lumify Work to provide your details to PD Training for course and/or exam registration purposes.

Terms & Conditions

The supply of this course by Lumify Work 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.

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