This training aims to provide practice skills learnt to help participants improve their presentation approach in presenting products and services to customers effectively over the telephone. This workshop is designed to develop competency, confidence and etiquette in a variety of telephone conversations. Participants are required to list out telephone activities and action plans during the session and presentation through role-plays are required.


2 Days

Who Should Attend

Leaders, Heads, Managers, Supervisors, Senior Executives, Executives and anyone wishing to improve their presentation skills and telephone etiquette in the business working environment.


By the end of the session, you would be able to:

  • To provide a committed service that is customer-centric
  • How to organize information to describe, highlight and persuade
  • Importance of powerful questioning techniques
  • To use the right question with the right profile

Course Outlines

Introduction to Telephoning

  • Introduction into the Color Profiling Tool
  • Understanding the importance of telephoning
  • First Direct’s Committed Services (René Carayol)

How you Present it to Persuade or Influence

  • Putting your personality into your message
  • Form and tone reflecting professionalism
  • Delivering information to the audience

Further Telephoning Techniques to Inform and Highlight

  • Rethink Your Services (Kamalini Ramdas)
  • Choosing the right questions
  • Matching the questions and the profile

Committed Customer-Centred Services

  • Questions can change circumstances
  • Telephoning skills using your heart and mind
  • Why Zappos Pays New Employees to Quit (Bill Taylor)

Role Plays for Successful Telephone Strategies

  • Role plays based on profiles
  • Role plays based on requests
  • Drafting telephoning scripts for your organisation

Inhouse Training Framework - ADDIE Model

In GIN, we will work with you to modify courses or develop one to meet the specific requirements of your business. To assure your investment on training is not wasted and to maximize the value of the in-house program, we apply the ADDIE model – a dynamic, flexible guideline for building effective training and performance support tools. You may learn more about ADDIE model here.

Contact Us for Quotation

Contact us now for training at the Venue and Date of your choice throughout Malaysia and Internationally. Do let us know what is your expectation, number of participants, participants' profile and your preferred date and venue.