Telephone Techniques Course

The Telephone Skills introduced in this course will assist in changing the telephonist’s perceptions of dealing with customers. By the end of the course the learners should feel more comfortable communicating and dialoguing in English; they should be able to understand customer-needs and cater to the customer in terms of problem-solving, dealing with aggression and promoting successful business practice the learners to communicate effectively using simple and concise language. We will cover verbal and non-verbal cues and work on eliminating communication roadblocks as well as vocabulary necessary for communicating messages in the workplace. By the end of the course the learner should be able to understand customer-needs and cater to the customer in terms of problem-solving, dealing with aggression and promoting successful business.

 This course takes place over a period of four days, for four hours a day. It can be held over 2 full days, but we recommend the 4-day option.

Basic Course Outline:

  • Vocal Skills including tone and emphasis, and how they change perceptions
  • Phrases used when dealing with customers over the phone
  • Emotional intelligence and the importance of customer satisfaction
  • Personality types and the psychology of dealing with difficult customers
  • The difference between active and passive listening, and the importance of active listening
  • Pronunciation and intelligibility
  • Body language and the ability to use it to ones advantage

Benefits and Outcomes:        

  By the end of the course the learner will be able to:

  • communicate effectively, using both verbal and non-verbal cues, even when on the telephone
  • adopt an appropriate tone when dealing with customers
  • be aware of the importance of the clarity of speech and enunciation, and the ability to project ones voice when necessary
  • understand the client, questions that are posed or information that is given, and being able to respond accordingly
  • feel confident, but able to empathise with customers and understand their needs and solve their problems
  • eliminate communication roadblocks
  • be culturally sensitive across a range of social contexts

Mission statement

SmartWorx Training is a national corporate training provider of English, and guide in business instruction and training. We offer executive training solutions to front and back of house employees.

Our Mission is to empower, train, enhance and cultivate business professionals by providing learners with a platform whereby they have the tools to advance both their careers and social environment, in terms of both commitment and performance. Language and culture both play a vital role in the South African context, on which SmartWorx Training focuses in our courses, through a process that is both enjoyable and enlightening. We strive to have our learners ultimately communicating effectively in the English language by having taken ownership of their career advancement.

About Us

SmartWorx Training is a company that develops and facilitates programmes and soft-skills courses relating to English communication, verbal and written, in the social and business environment. We also offer communication, telephone, time management, presentation, and telephone skills courses.



SmartWorx Training Pty (Ltd)

TEL:072 345 7520

       :011 882 6380

FAX: 086 508 2128