Listed as Free on Udemy when checked on 21 October 2026. No coupon or subscription trial is required for the listed lessons. Enrollment needs a Udemy account; availability can change.
About this course
A caller cannot rely on facial expressions to interpret a response. Hilary Nunns explains why voice, attention and choice of words matter on the telephone, beginning with first impressions and the habits that help a conversation stay clear.
The lessons examine listening barriers such as background noise, distractions, jargon and poor call quality. They also cover clarification, calling back when necessary, difficult customers and phrasing options constructively, followed by a short quiz.
| Official course | Essential Telephone Skills and Techniques |
|---|---|
| Created by | Hilary Nunns |
| Platform | Udemy |
| Language | English |
| Level | Beginner — Udemy listing |
| Listed duration | 32 minutes; 6 lectures across 1 sections |
| Certificate | Not included with a new free enrollment |
Skills you’ll gain
- Creating a professional first impression by phone
- Recognizing barriers to effective listening
- Clarifying information during a call
- Offering constructive responses to difficult callers
The course works as a beginner introduction or a short refresher for people who regularly answer customer calls. A printable memory aid is described, and no specialist software or equipment purchase is required for studying the material.
Its most practical focus is the interaction itself: notice what makes a message difficult to hear, confirm the important point and explain the available next step. The lessons are not a technical guide to operating a call-center system; they address the communication habits that remain relevant across different systems.
Frequently asked questions
Is there a printable reminder?
The course description identifies a downloadable memory aid for the telephone techniques.
Does it teach call-center software?
No. The listed lessons concentrate on voice, listening, clarification and customer interactions.
Checked on 21 October 2026 using the public course details and syllabus. WikiFree has not watched every lesson or tested full playback. New free enrollments do not include a Udemy completion certificate, instructor Q&A or direct messages.
Questions & discussion
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