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Essential Telephone Skills: 10 Core Skills to Delivering Excellent Service Over the Phone

This course has been discontinued and is no longer available.
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Course Format
Video on Demand  Video On Demand
Product ID
Training Time ?
20 to 24 minutes
Video Format
Standard Definition Wide
Required Plugins
Number of Lessons
Quiz Questions
Question Feedback
Wrong Answer Remediation
Lesson Bookmarking
Downloadable Resources
Interactive Producer
Mastery Technologies, Inc.
Original Content Producer
Telephone Doctor
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This video training course teaches employees best practices for speaking with customers over the phone. Nancy Friedman, The Telephone Doctor, explains the ten core skills needed to improve most interactions with the public.

From the moment the phone is answered it is important to make every customer feel important. This course shows examples of the skills needed to make the customer feel listened to and taken care of. Viewers learn how to appropriately handle the most common situations through examples demonstrating how to put customers on hold, resolve complaints, and keep a phone call on track.

Customers frequently use phone calls to interact with a company. Use this training to ensure all employees know how to properly treat customers on the phone.

Video on Demand   This course is in the Video On Demand format, to read about Video On Demand features click here.

  • Install on any SCORM LMS
  • Full-screen video presentation
  • Print certificate and wallet card
  • You have 60 days to complete the course

All employees who use the phone for work

The course presents the following topical areas:
  • Introduction
  • Answering a Business Call
  • Putting a Caller on Hold
  • Thanking the Caller for Holding
  • Monogramming the Call
  • Avoiding Excuses
  • Giving Spoken Feedback Signals
  • Being Prepared
  • Controlling the Conversation
  • Avoiding Mouth Noises
  • Leaving a Positive Last Impression
  • Review

© Mastery Technologies, Inc.