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Seb Anthony

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Telephone Skills


I have been asked to design and deliver a telephone skills course for general staff, so will cover basic customer service over the telephone. None of the staff are involved in selling, but mainly work in a call centre based customer service centre environment. i normally use Fenman training guides as a basis for designing courses, but I have been given a budget of £200 maximum for training resources. does anyone have any suggestions where I could purchase materials with exercises and that i could use as a basis for structuring the course and handouts.
Vivienne Holmes

5 Responses

  1. Call Centre Training
    I have used TDB to provide this type of Call Centre Training. Excellent course that can be tailored to your needs. Contact Alison Cheetham either through or by phone:020 8451 2232.

    Alternative: try the Call Centre Association, they have a website under CCA.

  2. Try Daedal Training
    Daedal Training offers training packages, activities and questionnaires. Take a look on their web-site at
    They have short courses that deal with telephone skills for less than 200 pounds.

  3. Telephone Skills
    I may be in a position to help. I have reently designed a telephone skills training workshop, with full colour slides, comprehensive trainer’s notes and delegate manual. Contact me at [email protected] if interested.

  4. Material for Telephone Skills Course
    I recently designed a ‘Complaint Handling’ workshop for our Call Centre, like you I had a tight budget. I used the ‘Management Pocketbooks’ for material and they are very cheap. I recommend the ‘Handling Complaints’, ‘Telephone Skills’ and ‘Customer Service’. Their website address is If you want more info from me, [email protected]


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