Handling Calls

Handling Calls

Customer Services


Course Type:



1 day


Who is it for?

  • Call Centre Staff
  • Telephonists
  • Receptionist

What is it about?

Effective call handling skills are essential in any business. This course will equip you with the skills required to deal with your customers positively and efficiently.

The telephone skills training will focus on the skills necessary to deliver a high quality telephone service to the general public using a variety of techniques.

What will I get out of it?

  • Distinguish between effective and ineffective to communication
  • Follow the call handling process
  • Managing challenging enquiries
  • Apply active listening, voice control and language in your conversation
  • Demonstrate the procedures for putting a caller on hold and transferring a call
  • Summarise the best practice when making a call
  • Apply the strategies for dealing with the impact of calls and emails

What I will Learn

  • Telephone Communication
  • Customer service skills
  • Effective and Ineffective Communication Techniques
  • Aggression handling (dealing with angry and abusive callers)
  • The Art of Conversation
    • Active Listening
    • Impact of Voice, Language and Content
  • Counselling/telephone skills
  • Dealing with multiple-issue enquiries
  • Holding or Transferring a Call
  • Making a Call
  • Ending calls appropriately

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