Effective Use of the Telephone

The telephone is neither good nor bad. Properly used, it can be an enormously powerful tool. Badly used, it can lose us customers in less time than it takes to say “please hold”. Then again, people who use the phone as their primary means of communicating are often perceived as rude and uncaring. They often show little or no empathy with their clients. This programme shows how to correct this, to make “Telephone Super Stars.”


Seminar Dates


  • 26 April 2018

Cape Town

  • 2018 – To be advised.


  • 2018 – To be advised.


Target Group

All staff who rely on the phone as their primary source of contact with clients.



  • To improve attitude to both clients and the workplace.
  • To develop practical telephone skills and improve inter-personal skills.



All training is best designed to achieve maximum group attention. Fast paced and entertaining, it allows the delegates to take away real practical skills, rather than just theoretical knowledge.



One morning; generally starts at 8h00 and run to about 12h00. Timing is dependent on locale.


Course Content

The telephone is often the first and most significant “window” that customers are presented with. By making a great impression on the phone, we have a far better opportunity of converting queries into business. This programme shows how.

  • Improve self esteem.
  • Basic understanding of the three emotions.
  • An understanding of assertive behaviour.
  • Dedication to professionalism.
  • Personal image.
  • What is a client?
  • Whose responsibility is it? …. “It’s not mine…” Work group building..
  • What is a telephone?
  • First impressions.
  • Analysis of the different types of calls.
  • Having the right tools available at all times.
  • Tele-scripting.
  • How to address people.
  • Are you talking to the right person?
  • Using negative or multi-meaning words and jargon.
  • Non verbal usage and problems.
  • Voice control.
  • Tele-manners. Time on hold. Who’s calling?
  • Do not transfer until needs are established.
  • Promise to call back – and do it.


All bookings are R795-00 (excl. VAT) per delegate attending.




Venue: Jeppe Quondam Conference Centre, 79 Boeing Rd East, Bedfordview
Time: 08:30 to 12:00
Dates: Select a date on the booking form

Cape Town

Venue: The Riverclub Conference Centre, Liesbeek Parkway, Observatory
Time: 09:00 to 12:30
Dates: Select a date on the booking form


Venue: Durban Country Club
Time: 09:00 to 12:30
Dates: Select a date on the booking form