Telephone Answering Skills

Course Description:

Telephone answering skills are business critical. A customer’s first and continuing impression can be positive or negative based upon how the phone is answered.

This program is designed to equip employees with skills and techniques necessary to provide exceptional customer service through the medium of the telephone.

This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences. Evaluation of current phone skills is also available.

Learning Objectives:


  • Recognize the importance of excellent customer service
  • Identify blockers that hinder exceptional answering skills
  • Follow a specific CARE model for answering the phone
  • Identify and manage three (3) types of difficult callers
  • Apply six (6) critical steps in closing a conversation
  • Differentiate between open and closed questions
  • Apply techniques for transferring, taking messages and placing the caller on hold


Enhanced telephone answering skills resulting in exceptional customer service, satisfaction and sales.

Frank Andrews Founder and Director

121 W Nepessing St.
Lapeer, MI 48446
Mailing Address

866.732.9500 Phone

866.223.0304 Fax Web Address