Professional Telephone Techniques


1 day, 9am to 5pm + a one-time Registration Fee of $55

COURSE DATE: Check back here for this programme’s upcoming schedule. Writing in to us on your interest may expedite TEC’s scheduling of this programme.

VENUE: 190 Clemenceau Avenue or 51 Cuppage Road (Learners will be notified of the exact venue via email at least five days before class commencement)

Closing Date: NA

IMPORTANT NOTE: Courses can often reach full capacity, so to avoid disappointment, we highly recommend that you register your interest with us first before making payment, using this link. Thank you.


Objectives & Methodology

Did you know that how you sit affects the tone of your voice? This workshop is highly interactive and experiential and focuses on the importance of tone, enunciation, disposition and communication when conversing over the telephone. Questioning techniques and in-depth product knowledge are crucial traits that will be emphasised during the course. Role-plays, exercises and case studies enable participants to practice methodologies, tools and on-the-job skills that can be immediately put to use. On completion of this role-play intensive workshop, staff will have the confidence, knowledge and application skills when conversing and dealing with customers over the telephone.

Course Outline

  • Greetings and Polite Verbiages
  • Overcoming Barriers to Communication
  • Listening Vs Active Listening Skills
  • Enunciation Over the Phone
  • Establishing Rapport & Building Chemistry
  • Getting to Know Your Product
  • Building Confidence & Self-Motivation
  • You Had Me At ‘Hello’ – The FIRST 15 Seconds
  • Up-selling/Cross-Selling
  • Closing the Call & Follow-Ups


Who Should Attend

ESL/EFL Learners who may be in the following positions:

  • Receptionists & Call Centre Agents
  • Telephone Operators
  • Sales Staff
  • Retail & Frontline Customer Service Staff
  • Backend Admin & Support Staff
  • Career Seekers


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