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Call Handling Skills

Good telephone skills are a vital aspect of client care. Clients are more likely to work with and have a good relationship with organisations if the initial telephone conversation is pleasant and helpful.

It is vital that employees are competent to take calls and have adequate communication skills and confidence to deal with calls effectively.

Online / In Person
1/2 day
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About this course

Improve your call handling skills. Learn how to handle customer inquiries, resolve issues, and provide exceptional service over the phone.

This course is ideal to prepare all employees that may take calls as part of their role.

Course Syllabus

This course offers practical tips and techniques to help you communicate effectively, build rapport, and handle challenging calls with confidence.

This half day Call Handling course will cover:

  • Effective communication skills,
  • Understanding the barriers to good communication,
  • Understanding what constitutes a “difficult” person,
  • How to behave in difficult circumstances,
  • Developing listening skills that will help,
  • Keeping your confidence level high,
  • Becoming more effective whilst maintaining your independence.

Your Trainer – Susie Shine

Solicitor and Director of Training

Susie Shine is a solicitor, and Director of Training with La Touche Training. Susie has been working with La Touche Training since 2008 and has overall responsibility for design, development,...

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Discover strategies for active listening, effective questioning, and delivering exceptional customer experiences on every call.