Telephone Sales Mastery

Teacher

admin

About This Course

The Telephone Mastery course helps professionals develop exceptional telephone communication and customer service skills. Participants will learn how to communicate clearly and professionally, build rapport with callers, actively listen to customer needs, handle challenging situations with confidence, and deliver outstanding service over the phone. Through practical exercises and role-playing scenarios, learners will gain the skills needed to improve customer satisfaction, strengthen professional communication, and create positive caller experiences.

Telephone Communication

Develop professional communication skills for effective and confident telephone conversations.

Active Listening

Learn listening techniques that improve understanding and customer interactions.

Customer Service Excellence

Deliver outstanding customer experiences through empathy, professionalism, and problem-solving.

Conflict Resolution

Handle difficult callers, complaints, and challenging situations with confidence.

14 Hours

Duration

Certificate

Awarded

Live Online

Training

Professional

Development

Course Curriculum

Module 1

• Introduction to Effective Telephone Communication
• Importance of Telephone Communication
• Key Communication Principles
• Building Rapport and Positive Tone
• Language Choice and Clarity

Module 2

• Active Listening Skills
• Role of Active Listening
• Listening Improvement Techniques
• Paraphrasing and Summarizing
• Understanding Customer Needs

Module 3

• Handling Challenging Customer Situations
• Managing Angry or Upset Callers
• Conflict De-escalation Techniques
• Turning Negative Experiences into Positive Ones
• Complaint Handling and Resolution

Module 4

• Providing Outstanding Customer Service
• Personalizing Customer Interactions
• Anticipating Customer Needs
• Empathy and Patience
• Problem-Solving Techniques

Module 5

• Telephone Etiquette and Call Management
• Professional Greetings and Introductions
• Call Routing and Transfers
• Managing Multiple Calls
• Effective Call Closure

Module 6

• Role-Play and Practice Sessions
• Real-Life Telephone Scenarios
• Communication Skills Practice
• Feedback and Coaching
• Performance Improvement

Module 7

• Review and Recap
• Key Concepts Review
• Success Stories and Lessons Learned
• Workplace Action Planning
• Continuous Improvement

Skills You'll Gain

Develop practical skills that can be applied immediately in real-world trading scenarios.

Telephone Communication Customer Service Active Listening Conflict Resolution Call Handling Complaint Management Professional Communication Empathy Problem Solving Relationship Building Customer Satisfaction Telephone Etiquette Call Management Communication Skills Professional Development

Registration & Pricing

Everything you need to know before enrolling.

Pricing

Standard: €480
HRDA Funded: €200
Individual: €340
(x2 or x3 Installments)

14 Hours

Practical telephone communication training

Live Online

Instructor-led interactive learning

Certificate

Issued upon completion

Module Recordings

Class Recordings for Missed Sessions

Workplace Skills

Directly applicable to your job

Feedback

Marios Zindilis

System Administrator at Amazon

SCP Academy was the key for me to open new doors in my career, leading me down paths I would never have thought of. Apart from Knowledge I have been taught to value persistence, to be curious and to focus on specific and timely goals, both in career as well as in life.

Marios Kairinos

System Engineer at Tototheo Group

I attended my first course in 2015 with the dream of becoming an IT professional. I have registered for the MCSA course and since then I have never stop learning. I have completed successfully the Azure and Office 365 courses which helped me find my dream job. Now I can ask for more and I know who can help me take them.

Evagoras Pourgourides

IT Officer at Bernhard Schulte Shipmanagement

SCP Academy helped me learn more than I could ever imagine. The courses enriched me with knowledge and professional skills that i use in my job

Alexandros Louca

Systems/Network Engineer at Zambartas Law Office

Following my passion for technology was one of the best decisions I ever made. In SCP Academy I have found and attended courses that advanced my career to the next level.

Giota Achilleos

Digital web designer/Marketing iGaming company- Malta

SCP academy was the key for me to step to success. Regarding the knowledge that I gained from the university the academy offered to me more skills to succeed my goals and my dreams. SCP academy has offered to me professional courses that helped me to start my new career in Malta.

Panos Iacovides

Senior IT Support Engineer at Eurogate Container Terminal Limassol Ltd

It is never too late to make an advancement in your career and SCP Academy has helped me to achieve that. Started with the CCNA R&S Certificate and now moving on to the MCSA Certificate with more to follow. SCP Academy has also taught me that learning is a never ending process and I should make the most of it on a daily basis, making every second count. Did you know there are 86400 seconds in a day? Interesting huh?