Telephone Skills - Sydney

Telephone Skills - Sydney

You know that sinking feeling when you're on the phone with a customer and everything's going sideways? Maybe they're frustrated, you can't quite understand what they need, or worse - you accidentally put them on hold for the third time. Sound familiar? You're not alone. Most of us never actually learned how to handle professional phone calls properly, we just figured it out as we went along.

Here's the thing about phone conversations that nobody talks about - they're actually harder than face-to-face interactions. You can't see body language, you can't use visual cues, and every pause feels like an eternity. Plus, when someone's already annoyed and they can't see your friendly face, things can escalate pretty quickly.

I've watched great employees struggle with phone calls simply because they never learned the specific techniques that make all the difference. It's not about being naturally "good on the phone" - it's about knowing practical strategies that work every single time.

What You'll Learn

You'll discover how to start every call with confidence, even when you're dealing with angry customers or complex complaints. We'll cover the exact words to use when you need to put someone on hold (and how to do it without making them feel abandoned), plus how to transfer calls smoothly without losing the caller or their information.

You'll practice active listening techniques that actually work in real conversations - not the textbook stuff, but the methods that help you understand what customers really need, even when they're not explaining it clearly. We'll also tackle those awkward moments when you don't know the answer and need to find help without making the customer wait forever.

One of the biggest game-changers is learning how to manage your own voice and tone over the phone. You'll understand how to sound professional and helpful even when you're having a rough day, and how to deal with hostility without taking it personally or letting it throw you off your game.

We'll role-play real scenarios you face every day - from handling billing questions to dealing with technical problems you can't solve immediately. You'll leave with a toolkit of phrases and techniques that you can use straight away, plus the confidence to handle whatever comes through your phone line.

The Bottom Line

After this session, you'll actually look forward to answering the phone instead of dreading it. You'll have specific strategies for every type of call, from simple inquiries to complex complaints. Your customers will notice the difference - they'll feel heard, helped, and valued. And honestly, your workday will be a lot less stressful when you know exactly how to handle any phone conversation that comes your way. Whether you're supporting customers with customer service fundamentals or managing complex calls, these skills will transform how you communicate professionally.