Professional Call Handling Techniques

In most instances the telephone is the first point of contact with your customers. You need to create a good long lasting impression within a few seconds

1/2 day
£149 + VAT

For available dates, click on the 'Book' button. If the dates shown are not suitable, contact us on 0161 359 3405 or email info@theskillsco.com

Churchgate House, 56 Oxford Street, Manchester, M1 6EU

Course Overview

In most instances the telephone is the first point of contact with your customers.  You need to create a good long lasting impression within a few seconds

You only get one chance to make a first impression.

Key topics include:

  • Rediscover the lost art of the telephone
  • The importance of effective vocal and verbal communications
  • Use of effective questioning techniques to extract the right amount of information and/ or to establish the need
  • The impact of ‘active’ listening skills
  • Effective message taking- the right information for the right person the first time
  • Communicate key messages with clarity and precision
  • Confidently deal with difficult customer queries and complaints
  • Develop assertive communication behaviour
  • Enhancing working relationships to gain more respect
  • Explore why ‘customers react as they do’: how we can influence a positive outcome by using more influencing communication techniques.


This workshop covers:

  • Understanding the importance of our brand and the image we project
  • Handling customer enquiries with confidence and professionalism
  • Confidently deal with challenging behaviours over the phone
  • Reinforces the importance of the essential key interpersonal skills
  • Explore self-belief and attitude.
  • Going the extra mile