Telephone Training

Telephone communication can be a customer’s first contact with your organisation and you only get one chance to make a first impression. By developing the proper skills to manage calls from customers you can significantly improve the perception of your business with potential and existing customers. This Telephone Training course from Glasgow Clyde College helps to develop your skills in this area.

There are various aspects of telephone manner which can dictate the tone of the call. The importance of voice and attitude and being able to listen effectively to understand the needs of the caller is crucial in managing the conversation.

Developing the skills required to handle difficult or awkward calls is also essential when someone is in a customer facing position. This course helps participants to acquire the skills to deal with these calls and manage them in a professional manner. 

If you have staff that regularly takes calls from customers, or if you’re in a position personally where you’re likely to be handling telephone calls then this course can help take your call management skills to the next level.

We also offer related courses such as Principles of Customer Service and Creating Customer Service to complement this course. 

Course content

  • the importance of voice and attitude
  • developing listening skills and questioning techniques to understand the caller’s needs
  • to handle awkward calls.

This course is open to commercial bookings and groups.

This course may be eligible for SDS Flexible Training Opportunities funding.


1 day or 2 evenings



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Contact us

T: 0141 357 6158


Scottish Charity No. SC021182

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