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Developing Effective Telephone and Virtual Communication skills

Communicating by telephone or email is the way we speak to most of our customers, the way relationships are forged or broken, and information is given or poorly relayed. The ability to communicate in a prompt, friendly and professional manner is essential to creating the right impression and getting your message across.


This one day course will enable delegates to develop or refresh the techniques and skills to make and take calls effectively and to send and respond to emails. You will learn and practice methods for giving and receiving information logically and clearly, building rapport and dealing with difficult clients.


Course designed for


All staff who need to communicate in a confident, efficient and friendly manner on the telephone and via email. It is ideal for those who have frequent contact with customers and is suited to those on switchboard or reception, in customer service, call centres and help desks and those in a team secretary role.


Course Objectives


By the end of this course you will be able to:



  • Create the right impression of yourself and your company and show a willingness to provide a first-class service to all customers

  • Communicate confidently and handle customer calls with courtesy, enthusiasm and friendly efficiency 

  • Handle calls in a structured way, project professionalism in words and voice and speak with clarity

  • Manage difficult and aggressive customers and resolve problems successfully

  • Ask the right questions, listen, and deal with enquiries, messages and complaints effectively

  • Close calls by summarising outcomes and agreed actions with the caller and by recording details.



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