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Handbook of Essential Phone Skills

Booklet, Glancer, Leader’s Guide, Quiz, and Certificates

Handbook of Essential Phone Skills

Each pack includes
10 booklets, 10 glancers, one leader’s guide, and online content.

Table of Contents


Booklet Sample

Leader’s Guide Sample



Healthcare Edition


Despite changes in technology, the telephone remains the most important business tool for communicating with customers.

The Handbook of Essential Phone Skills brings together, with this five part training tool, dozens and dozens of tips and techniques for handling the phone in a courteous, professional, business-building manner.

Training Guides

In its pages your staff will find information on the importance of voice quality and how it can be improved through correct diction, pacing, tone, and breathing.

They’ll discover the important voice-body connection and learn how smiling, good posture, and even gesturing can enhance voice quality.

And they’ll learn how to make a positive impression through their greeting, use of the caller’s name, active listening, and a professional closing.

They’ll even learn to avoid the common mistakes made when answering the phone, putting a caller on hold, transferring, and leaving voicemail messages.

This booklet is packed with these and other essential phone skills, which will help anyone who uses the phone present a more professional image.

To learn more about the Handbook of Essential Phone Skills, you may read the sample section, Say it with body language. You’ll see how much useful, skill-building information is packed into this practical guide.

The Handbook of Essential Phone Skills is provided in packages of 10. You’ll have a copy for each of your reps so that everyone benefits from its powerful skill-building techniques. You’ll also receive a leader’s guide and links to download the Quiz and Certificates for your group.


To help your reps keep the important techniques and key phrases in the Handbook of Essential Phone Skills fresh in their minds, your package also includes 10 Glancers.

Just peel and stick these colorful Glancers to computer monitors or dividers and reps will have a handy reminder of the important lessons learned in the handbook. Reps will “glance” up to be sure they have covered all of the important elements of the call and to refresh their memory with key words and phrases.

Leader’s Guide

Your leader’s guide will show you how to conduct training exercises based on the material in the student booklets. You’ll receive sample dialog, activities, and tips to engage everyone on your team.

To learn more, read the sample section.

Certificates of Completion

Use these certificates to acknowledge significant learning and development, and to provide motivation to put new skills into action.

Certificates may be downloaded, personalized, and printed.


A brief quiz is included to ensure that students have retained the most important information and are ready to put it into action.

Quizzes may be downloaded, personalized, and printed.

Table of Contents

  1. Voice quality: It’s what you say AND how you say it

  2. Articulation exercises

  3. Say it with body language

  4. Choose the right words to say what you mean

  5. Make a positive impression on the phone every time

  6. Avoiding the common pitfalls of poor phone service

  7. Work well with callers who are difficult to understand

Your Guarantee of Satisfaction

Handbook of Essential Phone Skills is guaranteed. We want you and your reps to use this valuable resource and put its ideas to work in your department. Then, if you are not 100% satisfied, you may return your materials within 30 days for a full refund.

About the Publisher

The Customer Service Group provides ready-to-use tools for customer service training and frontline motivation including a monthly newsletter, training guides, DVDs, and Customer Service Week celebration materials.


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