Professional Call Handling Techniques - In-house

Centre for Assessment Ltd
Course summary
3 hours
Next available date: Enquire for more information - United Kingdom
Corporate Training for Teams

Course description

Professional Call Handling Techniques

How to create the right impression.

How to project a positive and professional image.

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.

Explore why ‘customers react as they do’: how we can influence a positive outcome by using more influencing communication techniques.

Suitability - Who should attend?

This course is for individuals that want to improve handling their customer enquiries with confidence and professionalism.

Outcome / Qualification etc.

A Certificate of Attendance from Centre for Assessment Ltd is issued up to 8 weeks after course completion.

Training Course Content

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


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About provider

Centre for Assessment Ltd

Centre for Assessment Ltd

Centre for Assessment Ltd, part of The Growth Company, offers professional training and qualifications to businesses, professionals and individuals wishing to develop their skills and knowledge. Centre for Assessment and The Growth Company have been dedicated to business growth and...

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Contact info

Centre for Assessment Ltd

Lee House
90 Great Bridgewater Street
M1 5JW Manchester

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