GREAT phone calls – How to have GREAT customer conversations over the telephone

A half-day session (face-to-face) or 90 minutes (virtual)

Despite the many ways of contacting companies digitally, telephone support is still the go-to choice for many customers.

With easy service, fast resolution and direct contact with a human being a priority for many, it’s no surprise that 62% of customers still prefer to call an organisation.

This session explores the specific skills that can make, rather than break, a telephone-based interaction.


Participants will be able to:

  • Describe what makes a positive difference when communicating with customers over the telephone
  • Be conscious of their ‘vocal dashboard’ and ensure that their tone of voice is congruent with their words
  • Effectively use space in the conversation to build trust with the customer rather than suffer silences
  • Positively position the potential ‘breakers’ of a GREAT telephone customer conversation

Who should attend?

Anyone who interacts with customers over the telephone.


A highly interactive and practical session, using real scenarios that participants bring with them.

Delivered either as a face-to-face half-day session or as a 90-minute virtual session, as you prefer.

Workshop outline

1 Introduction

  • Communicating over the telephone – how it’s different from face-to-face

2 Explore and apply three strategies

  • Be aware of your ‘vocal dashboard’
  • Avoid silences and build connection
  • Positive positioning – talking about wait times, IVR, system issues and compliance statements

3 Conclusion

  • Review and reflect
  • Action plan
  • End on a high

To check that this is the right programme for you, just give us a call on 01582 463464 and we’ll be happy to talk it through with you – we’re here to help!