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Seb Anthony

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Telephone skills


I am running a customer service programme - telephone skills. I wish to use some kind of phone kit and resources.

Can anyone direct/advise please
Andy Maggs

3 Responses

  1. phone
    BT can usually help.I am running a course tomorrow in KEndal and will use without phones…

    a- back to back descriptions in pairs
    b- relaying a long message to six volunteers who in turn return to plenary with their report of the message.Can be quite fun

    c- SMILE exercise-to demonstrate how voice changes when you say the same thing twice,once with a smile.Turn your back on audience

    d- Brainstorm all the things you need to do before making a phone call to
    a difficult person
    a nervous person

    e- And a module on managing/controlling the call especially with a chatter


  2. telephone training
    I suggest you rent some telephone equipment, designed specifically for this purpose.
    Cost will vary dependant upon numbers. We source equipment from:
    Leta Telephone Training Equipment, Banstead, Surrey
    01737 356111. They deliver and collect so location isn’t a problem.
    If you need any more help you can contact me at

  3. Phonecoach
    I run a two day customer services programme which incorporates telephone techniques. I use two cordless phones supplied by a company called Phonecoach 01268 274317 (not sure if they hire equipment out)where the delegates ‘act out’ typical scenarios. The call is recorded and played back and feedback is given.
    Areas to look at are tone of voice, control of call, greeting, fact find – questioning and listening skills.


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