greenshoots | Building Rapport over the Telephone
Course Overview


This workshop is for anyone who uses the telephone in their daily duties, irrelevant of position. The course is designed to highlight the importance of making a great first impression on the phone. It asks delegates to think about what the caller wants from a call, what their business represents and how it wants to be seen, and what is acceptable telephone etiquette in different situations. It also investigats the tools we have in our tool-kit to help create the very best customer or colleague care by building rapport with the caller.



Course Prerequisites


There are no prerequisites for delegates to attend this workshop. 



Overall Aim


For delegates to appreciate that no matter when the phone is answered and what is happening at their end the caller needs to know that they are most important at that moment.





  • Understanding the importance of a great first impression

  • Understanding what a caller wants - including questioning & listening techniques

  • Describe what the vision/ethos of your business and appropriate behaviours or etiquette are

  • Describe what makes a good customer telephone experience

  • Understand what non-verbal communication means and its impact on etiquette

  • Describe the tools in the non-verbal toolkit

  • Understand the importance of a call process



Course Breakdown


Section 1
  • What does your customer want?

  • How does your business want to be portrayed?

Section 2
  • Your experiences of good and bad customer care via the phone

  • What does good look like?  How does it make us feel?

Section 3
  • Questioning techniques

  • Listening techniques

  • Summarising tools

Section 4
  • Building rapport

  • Your tool-kit - verbal and non-verbal

Section 5
  • Does your business have a call process?

  • What does a good call process look like?



Content will vary depending on workshop length chosen. Full support materials are provided via access to our virtual learning environment together with online evaluation and post-course follow-up.



The Importance of Telephone Etiquette

2010 - present

2010 - present

Creating flexiblity through customisation

The workshops above costs £950 + VAT based on a maximum group size of 12 delegates.


We probably can’t provide all of the answers to all of your questions online so please call us on 0333 344 4031  to discuss your requirements.


The workshop content above is provided purely as a guide as all Green Shoots Learning courses are customised to best suit your business requirements. Pre-workshop consultancy is provided for all bookings, either in person or over the telephone where we will work with you to build in your company procedures and best practice.  


All workshops and courses include full support materials accessed from The Green Shoots Academy e-learning platform, note-pad and pen, all exercises and any printed handouts required for the day, on-line evaluation, personal action cards, individual 4 week delegate follow up and a full post-workshop Client report.


Our workshops can be run on-site or at a convenient public location (we will even sort out room hire for you if needed), across Bedfordshire, Cambridgeshire, Essex, Hertfordshire, Norfolk and Suffolk.

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