Western Kentucky University

CWD: Courses: Customer Service

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Telephone Skills

Session Format:

One 4-Hour Session


The character and business culture of an organization is vital in maintaining a solid customer base as well as an effective in-house organizational culture. Often, the first contact a customer or an employee has with a company is via the telephone. This training session involves the participants in the wide range of communication skills necessary to use the telephone properly in all of its service potential for the greater good of the organization.


The participant will learn: (1) the principles of clear voice and diction skills, (2) the proper courtesy and business etiquette required by the telephone, (3) the special skills of sales/telemarketing communication, and (4) the conference call/team/group communication skills required by the telephone.

Content Outline

  • Principles of voice and diction common to all telephonic communication
  • Courtesy/business communication skills common to telephonic communication
  • Sales and telemarketing skills
  • Conference call/team/group communication skills common to telephonic communication

Who Should Attend

This seminar is intended for office, sales/marketing, telemarketing, and company personnel who use the telephone.

 Last Modified 7/22/13