Complaints Handling & Investigation Management
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Call handling skills: transform your phone communication
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.
Contact us to plan this course for your organisation
Online / In Person
1/2 day
About this course
Great telephone skills aren't just nice to have—they're essential for business success. When clients experience a positive, professional phone interaction with your organisation, they're significantly more likely to:
- Choose your services over competitors.
- Build lasting relationships with your company.
- Recommend you to others in their network.
Our specialised call handling skills course equips your team with the techniques, confidence and communication strategies to turn every call into an opportunity for exceptional service.
Why choose this course
Poor call handling costs businesses countless opportunities and damages client relationships before they even begin. Our research shows that:
71% of consumers expect companies to deliver personalised interactions, and 76% of them get frustrated when it doesn’t happen.
58% of customers are ready to pay more to a brand if they can provide a better customer experience.
78% of consumers have backed out on an intended purchase because of a negative experience.
Course syllabus
This practical, interactive course develops essential call handling competencies:
- Professional telephone etiquette: creating positive first impressions that represent your brand.
- Active listening techniques: understanding caller needs accurately the first time.
- Clear communication skills: conveying information confidently and concisely.
- Difficult caller management: de-escalating tense situations while maintaining composure.
- Call structure best practices: opening, managing, and closing calls effectively.
- Confidence building: overcoming nervousness and handling unexpected questions.
- Voice management: using tone, pacing, and clarity to enhance communication.
Course methodology
Our training combines proven techniques with practical application:
- Role-playing scenarios based on real-world call situations.
- Personalised feedback from experienced facilitators.
- Small group discussions to share challenges and solutions.
- Practical tools to implement immediately after training.
Business benefits
Organisations who complete our call handling skills training report:
- Increased customer satisfaction scores.
- Reduced call escalations and complaints.
- More efficient call resolution times.
- Improved employee confidence and job satisfaction.
- Enhanced professional image and reputation.
Who should attend?
This course is ideal for:
- Front-line customer service representatives.
- Receptionists and administrative staff.
- Sales team members.
- Technical support teams.
- New employees in client-facing roles.
- Team leaders and supervisors.
- Remote workers.
- Any employee who handles calls as part of their role.
Ready to transform your team’s call handling?
Book a consultation → have our training specialists customise this course for your organisation’s specific needs.
Courses can be delivered at your location or through our virtual training platform.
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,...
Read BioPractical training with small groups to ensure quality.
Our training sessions are not lectures—they're practical, interactive experiences. The small group format allows every attendee to ask questions, take part in discussions involving practical exercises and role-plays.
This method of training allows attendees to put the skills learned into practice immediately. Course participants benefit from the focused attention and guidance of an independent expert.
Discover strategies for active listening, effective questioning and exceptional customer experience.
FAQs
Call handling and telephone skills training helps professionals improve how they communicate with customers, clients and colleagues over the phone. The course focuses on professionalism, active listening, clear communication and managing calls efficiently and confidently.
This course is suitable for customer service staff, receptionists, administrators, contact centre employees, healthcare workers, public sector staff and anyone who regularly handles telephone enquiries or difficult calls.
Professional telephone communication helps create positive first impressions, improve customer satisfaction and reduce misunderstandings. Effective call handling can also support stronger client relationships and improve organisational reputation.
Participants typically learn active listening, tone of voice techniques, questioning skills, handling complaints, managing difficult conversations, call structure and strategies for maintaining professionalism during high-pressure interactions.
Telephone skills training helps staff communicate more clearly, respond confidently to enquiries and handle complaints more effectively. This can lead to better customer experiences and more efficient resolution of issues.
Common mistakes include interrupting callers, failing to listen actively, using unclear language, sounding rushed or defensive and not confirming important information. Telephone skills training helps professionals avoid these communication issues.
Managing difficult calls involves remaining calm, listening carefully, showing empathy, avoiding confrontation and focusing on resolving the issue clearly and professionally. De-escalation and communication techniques are often a key part of telephone skills training.
Yes. Public sector employees often handle sensitive or high-volume telephone enquiries from members of the public. Effective call handling skills can improve communication, reduce complaints and support positive service delivery.
Active listening helps ensure callers feel heard and understood. It also reduces communication errors, improves accuracy and helps staff respond more effectively to customer needs or concerns.
Yes. Telephone skills training can help employees feel more confident managing enquiries, complaints and challenging conversations. Improved confidence often leads to better communication and stronger customer service performance.
