HR Competencies

  • Consultation
  • Communication


This workshop is designed to develop telephone communication skills that can be immediately applied in the work-place, resulting in a higher standard of customer service excellence when inter- acting with internal and external customers. Participants learn the “how-to’s” of establishing a rapport using tips, tricks and techniques to develop a “can do” attitude, create a memorable image, conquer telephone etiquette basics, understand communication styles, and enhance listening skills.


Building Your Image

  • Own every customer interaction
  • Look good to yourself
  • Develop a “can do” attitude

Telephone Etiquette: The Basics

  • Greetings
  • Voice mail/messages
  • Complaints
  • Holding/transfers
  • Screening
  • Probing
  • Signing off

Making the Right Connection

Understanding your customer’s preferred communication style (auditory, visual, and kinesthetic)

The Customer’s Mental PICTURE of You

  • Posture and body language
  • Inflection
  • Courtesy
  • Tone and volume
  • Understandability
  • Rate of speech
  • Extra mile

Effective Listening Skills

  • Keys to active listening
  • Barriers to listening


  • Improve employee productivity
  • Enhance interpersonal communication
  • Increase customer satisfaction
  • Reinforce customer loyalty

Who Should Attend

Supervisors, managers, sales and customer service professionals, administrative support personnel, and anyone who works with customers over the telephone


Jeannie Davis, Now Hear This



0.65 Continuing Education Units
Course ID #CUST102

Class Details

Location:Employers Council, 1799 N Pennsylvania St, Denver, CO 80203-1310
Time:8:30 am to 4:00 pm
Member Price:$240.00
Non-Member Price:$360.00
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