Basic Customer Service Skills: "Hello" Now What? Telephone Skills

Category: Communication

This course covers the basics of communication techniques for the telephone.  Immediately following the review of the basics, this webinar will provide some additional information and tips to help improve your effectiveness when answering the telephone.

Intended Audience:


Learning Objectives:

  • Recognize the importance of three critical values
  • Learn three primary telephone skills
  • Review basic procedures of answering a telephone
  • Learn the importance of taking notes
  • Learn what not to do when answering the telephone
  • Learn more effective word usage
  • Learn how to deal with challenging callers

Pre-requisites/Learning Level:

No Pre-requisites

Competencies addressed:

Communications 1.4.  Express empathy and respond accordingly to meet the needs of the interaction or situation.

CEUs Offered:





Online Self-Pace


1 hour

Presenter(s) and/or Content Experts:

Technical requirements:

  • Adobe Acrobat Reader 
  • Speakers

Registration requirements:

Register a free account

Creation and/or update: February 21,2014

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