Learn how to communicate more professionally on the telephone, manage difficult customers, improve your listening skills and much more with our 1-day, 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.
In this PD Training Signature Series course you will 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 a practical class that is suitable for all audiences and provides people with the tools that they can apply on-the-job (and in other contexts) the very next day.
This is an instructor-led class that you can attend from home or your office.
We use secure Video Conferencing with interactive features such as live polling, screen sharing, whiteboards, live chat and breakout sessions. Please discuss your preferred platform, most commonly we use Microsoft Teams, Skype for Business, Webex or Zoom upon request.
These courses are facilitated in English, and are open to people from different industries across Australia, New Zealand, Singapore, Malaysia and Hong Kong - this is a short but powerful learning experience that gives you global collaboration opportunities.
Our trainers and processes have been refined to give you a personalised learning experience where it is specifically targeted to your needs see our outcomes in the reviews.
**Please note, these classes run to a very tight schedule, please follow the invitation and join the class 10-minutes prior to commencement so you are ready to participate and don't miss a minute!
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After completing this course participants will have learned to:
"I think it was a great training lesson. Not only did I receive phone skills, I believe I learnt values and lessons in Life. Leigh was very inspiring."
"Our presenter was very engaging, and said it how it is, so easy to imbed the information. She sat with us unless writing on the white board which gave a relaxing environment to learn in."
"Great delivery, was kept engaged and not wanting to go to sleep, relevant and questions were answered effectively, educator was wonderful and easy to interact with."
"I was lucky enough to be a participant in Jo’s training and from a personal perspective, we all found great understanding in the LDP Reports and Jo was thoroughly able to explain the differences between all achieving and relating dimensions, as well as an in-depth overview of the grid."
"Candy was a lovely lady & great teacher, she used her own circumstances (wether true or false) to engage you in the training, I call this trick teaching. She is great trainer for your company."
"I really like the way we were trained as it is not only practical but fun as well."
"Anita allowed the group to discuss items relative to us to resolve concerns, without rushing us to the next topic."
"The whole team was very engaged and enjoyed the course. The manual is very comprehensive and considering the amount of information, attendees might not refer to it afterwards. The submitted summary of the Stulz specific outcomes will be distributed to all attendees for easy and quick reference. Thanks to Anita!"
"I really enjoyed participating in the Professional Telephone Skills Training Course and found Anita to be very informative in delivering valuable information through her teaching. We can now all confidently implement her teachings in our work place. Anita is a professional,warm and fun person who was able to interact in a positive manner at all times with our group. Thanks Anita!"
-STULZ Australia Pty Ltd
"Candy was a fantastic trainer, she focused on what we felt we needed the most help with and then built on other topics. She was very enthusiastic and I really enjoyed the day."
"This course was modified to suit our industry to an acceptable level and gave intelligent content to suit DBC's needs."
-DBC Group Pty Ltd
"Anne is a great trainer, she really put so much effort into myself and the other student. She was enthusiastic and motivational! i really enjoyed my day at the course!"
"The student manual was very helpful with my learning. I felt that my trainer was very attentive to my learning needs and was very helpful in guiding me through the activities despite having two participants with very different styles; driver and counselor."
-The Salvation Army Special Search Service
"Fantastic Course. Loved it...definitely a course to recommend. I think I will be doing a refresher in 6 months...always have a second look!"
"Anne is a great trainer, she really put so much effort into myself and the other students. She was enthusiastic and motivational! i really enjoyed my day at the course!"
-Individual Course Participant
"Thank you so much to our amazing trainer yesterday - For a subject that some may consider as 'boring', he made the atmosphere so fun and exciting. The way he presented the subjects was done with so much enthusiasm and he made the course fun. He really knew the subject matter which made it so much easier to understand and relate to. There was also a LOT of emphasis on what we as individuals wanted to know/learn and he made sure to cover everything that we needed to know more about. The course although with structure, was specified around what we wanted to focus on. Thank you so much."
-Upper Murray Seeds
"Profiling myself and my team members enables me to manage each individual accordingly."
"As a manger of customer service, it is a challenge getting current staff that have been loyal to the organisation for many years to be enthusiastic about these types of courses. From all staff that attended these sessions on Thursday 1st Sep, I had nothing but excellent feedback. Staff came back motivated and took on what they learnt. They were all very pleased how engaging the trainer was."
"I'm really glad I participated in this program. It taught me how to tackle difficult situations, some things I was doing wrong but didn't realise, and some general improvements. It also reassured me that many of the thing I am currently doing are correct. I specifically like the tips on what questions to ask certain patients (open and closed) and improving the 38% paraverbal communication."
-St Vincent's Private Hospital Melbourne
"Anne is a fantastic trainer who enforced the value of clear and precise communication. The most important aspect of this course, is learning that your attitude is vital to workplace happiness and productivity. This week alone has been less stressful because I'm changing my way of thinking towards my colleagues and work. Thank you for being a lovely teacher :)"
-RI Advice Wynyard
"During the course we were asked if we have ever listened to what we sound like on the phone, I have multiple times and laughed at how funny I sound. I wasn't aware I could change how I sounded although through this training I now have the tools to review how I portray myself over the phone and will be practicing and improving my manner. Thanks for your personal approach."
-Jones Howard Chartered Accountants
"Was fruitful and came across interactions to resolve the issues that we come across in workplace."
-Corrosion Control Engineering
"I find it interesting how on the day I thought "Oh yes, I knew this but didn't think of it that way". The more days that pass the more I come to realise that being aware of it is the key and I may have "known" but I really didn't. Now the trick is to put it all into practice!"
"Nice classroom with great services including teaching."
-Individual Course Participant
"I enjoyed the course tremendously, I would recommend this training company to anyone who wants to improve their skills, I learnt a lot, not only how to polish my telephone skill but also about myself, I enjoyed the profiling we where encouraged to do, it was a very easy, relaxed but professional atmosphere, and a big thumps up to Derek the trainer, he was great and easy to get along with, the food was great and very healthy, the venue was in a great location very easy to get to."
"I found Karen really helpful and supportive, great trainer!"
-Department of Health & Human Services
"Trainer was very knowledgeable as well as friendly and engaging. Loved my time with him! :)"
-Brisbane Housing Company
"Josh is a passionate and engaged facilitator and the key concepts he presented were of interest to me. "
"I thought this was a great training course. I was expecting the 1980 version of Telephone skill but was surprised to see a very modern look at how we communicate with other people. Loved it."
"This would be the best CC Training Course I have attended. We had a great Trainer but because this course was tailored to suit our customers."
-Department Of Premier And Cabinet
"Course was great, learnt awesome lines to say to customers."
"The training course is very useful for me. The trainer is very professional. Thanks Ms Ann."
"I really liked the idea of profile markers. This may not be something I use in my everyday phone communications however, it is something I will use when addressing colleagues and stakeholders in a professional and even personal environment."
"It was very informational. Great day. Derrick is a great teacher and I would love to do other courses through his company."
"It was a good course, especially when you get introduced to thinking about the 3 aspects of skills, knowledge and attitude in the work environment as a whole."
"Very happy with the outcome. The trainer was very helpful, initially with ensuring we had the best course lined up to suit our needs and then on the day by delivering the training in a fun, approachable manner. The course content was appropriate and by ensuring she had asked for enough detail beforehand Anne was able to put a little more emphasis and time on the areas that we needed making the course well worth it both from a participants perspective and from the businesses perspective."
"I'm more mindful when speaking to customers by keeping in mind the 4 personal markers."
-Hy-Tec Industries NSW
"Trainer and course content was excellent. I thought the training was excellent and my team enjoyed it and came away with new tools to use in their work. I did too!"
"I have completed similar courses in this area over the years. I enjoyed this one. The trainer kept you engaged and this of course is most important so you can absorb the information she is providing. Great Job."
-NSW Nurses & Midwive's Association
"The training was delivered with a good pace and was very interesting. The LDP profile information was particularly informative and relevant."
-Small Business Development Corporation
"I thoroughly enjoyed this course and would recommend it to others in a heartbeat. Joe the trainer made the content fun, interactive and engaging. At no time did I ever feel sleepy or bored. I liked the emphasis on personality types, general professionalism in the workplace, and transforming unconstructive talk using more positive phrases. Joe is a true asset to PDT."
-Law Enforcement Conduct Commission
"Course was very good and informative I think I can say that everyone in our group realised that there was only a few minor changes on handling customers and that most of the techniques we have put into place have been implicated correctly. We also learnt a few different techniques and ideas. Enjoyed the course , good team building and Charlene the presenter was easy to listen to and great at including everyone’s input."
-Infringement Management and Operations WAPOL
"I found each aspect of the course informative and practical. It is very helpful to refresh knowledge about communication skills. I can apply and incorporate the skills into the daily tasks of my role."
"Structure of the training was very good. Range of activities was excellent and kept me engaged. Thoroughly enjoyed the training yesterday. Jo is a fantastic facilitator, very engaging & high energy >> a great representative for your organisation."
"The instructor was very good, amusing, interesting, informed. I have a great deal of experience in telephone work and still found myself engaged."
-Registered Organisations Commission
"Course material very clear. Karen checked in with all participants on a regular basis to ensure objectives were being met."
-Independent Schools Victoria
"Found the personality types really interesting."
"PD Training and our instructor have both been very accommodating in tailoring the course to suit our needs."
"All content was very well articulated and relevant."
-Share and Care Community Services Group
"Great everyday tips and information provided."
-Independent Schools Victoria
"I thoroughly enjoyed this course and our trainer."
-Share and Care Community Services Group
"All content was relevant to my daily activities. Highlighted some areas that myself and other staff could improve upon. Gave staff useful and important knowledge about customer service.
"It was a good revision of some things that we already knew but may have not always been using. The manual to refer to is good."
"Have had 30 yrs experience in our department I think I have a good knowledge on phones and dealing with the public. However, it was a great refresh and I did pick up a few good ideas."
-South Australian Medical Imaging
"We need more people like her. She was very funny and made learning fun."
-UHY Haines Norton
"Trainer was enthusiastic, knowledgeable and really effectively managed the participants to get the best out of them."
"Trainer provided specific feedback on useful tips staff can use when answering calls. Very helpful."
Fair Work Commission
"All of it was beneficial and open and close questions were useful and I didn't think about until yesterday."
Attorney-General's Department SA - Consumer and Business Services
This Telephone Skills Training course will provide your staff with the skills they need to handle phone calls professionally. This will ensure that a positive image of your organisation is reinforced and strengthened with every conversation.
The telephone etiquette displayed by employees is indicative of a staff's willingness and ability to efficiently assist customers. The skills and attitude projected over the telephone can form a lasting impression in the minds of customers, making it a critical and memorable customer experience.
Virtual teams are becoming the norm rather than the exception, and one of their primary channels of communication is the telephone. Hence, it is imperative for virtual employees to also have a good understanding of business telephone etiquette in order to provide the best outcome for the customer.
Professional Telephone Skills Training Course - Online Instructor-led 3hours - Lesson 1
Your Personality/Your Telephone Voice
Professional Telephone Skills Training Course - Online Instructor-led 3hours - Lesson 2
Gaining Your Client’s Trust
Professional Telephone Skills Training Course - Online Instructor-led 3hours - Lesson 3
Handling Barriers Over The Phone
Professional Telephone Skills Training Course - Online Instructor-led 3hours - Lesson 4
Professional Telephone Skills Training Course - Online Instructor-led 3hours - Lesson 5
When you want a tailored learning experience targeting exactly what you want without bringing everyone physically together, the best choice is a Live Online Class run by PDT.
We tailor the content and activities to be specific to your current needs and the needs of the people and run the course in our usual activity-based workshop style training, however, the participants can all be offsite, or some can be in the room with others offsite.
Unless you have a preferred tools we use 'Zoom for Education' that includes enhanced collaboration features such as One-click content sharing, real-time co-annotation (people can work together in activity files), and digital whiteboarding, we also include things like live polls and group chats so you virtually have the same collaborative learning experience of attending a course in a room with other people.
We have delivered these 100's (if not 1000's) of times, and get great outcomes. We achieve great outcomes because we keep our learner centric approach - just because it’s delivered through a screen to some or all participants doesn’t mean it needs to be less tailored or less personalised.
You still have an expert trainer who talks to you prior to the session and tailors the delivery to use your terminology, ensure activities are relevant and directly applicable and ensures an engaging learning experience that provide people with skills and techniques they can apply the very next day.
A hybrid class is with some people dialling in, and some people physically together in the same room.
We provide the Training Management Centre which is an information hub before, during and after training.
(Let us know if there’s parts you don’t want to use)
Invites people to training
(So you don’t have to)
Generates Sign in Sheet
(So you don’t have to)
Generates Branded Flyer
If you if you want to ‘promote’ internally
PDF’s of Certificates
(can be co-branded with your logo)
Collects and Reports feedback
(So you don’t have to)
Complete Results Dashboard
(including trainer insights)
At the completion of training participants are encouraged to create an action plan, and invite an accountability buddy via their Orgmenta App.
In your Training Management Centre you have transparency to the action plans so you can see what people are going to do differently.
Our systems and people make it easy to identify how you’ll be able to measure impacts,
and then report on the success in the weeks or months after training.
It’s surprisingly easy to make it so that your system can automatically be up to date with all the training record details you need.
UNLIMITED TRAINING FOR AN
ENTIRE YEAR FOR LESS THAN THE
COST OF 3 DAYS OF TRAINING
To Be Engaged All Day
Activities and discussion for engaged learning all day.
An outstanding trainer
On average PDT trainers have 15 years industry experience and 7 years training experience.
Focussed on you
We always tailor activities and scenarios to be relevant to you.
100% Transfer Policy
If an unforseen event prevents public class attendance, no problem. Transfer to new person, course, date or city.
Refresher Course $0
In-House and Public Class participants are welcome to join a public class in the same topic for 12 months.
The confidence of booking with an acclaimed multi national training company.
Support, reinforcement & extension eLearning and videos in the App.