Telephone Skills for Customer Service


In most of the companies, you will see that the customer service department represent only a portion of the overall service responsibility. Everyone from A to B provides customer service and contributes to an organization’s reputation for quality service.

In this course, you will learn effective telephone skills that will help you be even more professional when speaking on the telephone and enable you to give your callers the quality service they deserve.

You will learn tips for handling telephone technology, strategies for managing discussions, and ways to influence your customer’s perception of the company.

Learning Outcomes

How to use proper telephone skills?
  • Keys to understanding your equipment
  • Steps to managing your voice and diction
  • Tips to taking appropriate messages
  • Techniques for making successful outbound calls
Strategies for managing the discussion
  • How to listen to your customer?
  • Methods of creating a win/win situation
  • Tips on handling various caller behaviors
Ways to focus on customer satisfaction
  • Steps to developing a positive attitude
  • Techniques for finding out what your customer wants
  • Keys to managing customer perceptions

Imagine you are the president of your country, standing in front of a podium to address the nation. Whatever you say and do determines not only how your own citizens view the state of the country, but also how all the international listeners perceive you and your people. Everything you say will influence whether or not you are reelected. At the same time, you are looked to as one who knows the ins and outs of the country. You are depended on to do what’s best for your people A big responsibility, isn’t it? On a smaller scale, you bear the same responsibilities as a telephone representative. Your callers are depending on you. Everything you say will help determine whether your company gets repeat business. The type of customer service you give plays an important role in the future of your organization


Nearly everyone in your organization carries responsibility for satisfying customers. By using the telephone effectively, you provide a positive first impression for your callers and connect them to what will satisfy their needs. As you apply effective telephone skills, you will provide more quality customer service and thereby boost your company’s reputation. Learning to provide quality customer service with your telephone skills is an opportunity for you to

  • Improve the company’s reputation for service and courtesy.
  • Be even more professional when speaking on the telephone with both internal and external customers.
  • Manage the various types of callers.
  • Gain confidence while talking on the phone and managing your technology.
  • Handle high volumes of calls with ease.


Before you begin, we need to identify several basic assumptions that were made in developing this module.

  • You use the phone frequently to represent your company or department and to interact with customers. This course is designed to assist those who use the phone on a daily basis and to gear their conversations toward customer satisfaction.
  • You are not following a script for your entire conversation. You choose what words to use and have the ability to direct the conversation toward a particular goal. You are in control of what you say.
  • You already value your customers and are concerned about their level of satisfaction. This course is designed to promote quality customer service. Its purpose is to help you help your customers more effectively.
  • No matter how hard you try, you won’t always please every customer. This course will enhance your overall effectiveness in satisfying customers over the phone. You won’t be able to solve every problem, but your chances of solving a problem will be much greater.