'Professional Call Handling' - inbound telephone skills course

'Professional Call Handling' - inbound telephone skills course



Designed predominantly for office based staff or employees who receive inbound telephone calls. It can also be used to refresh sales people who use the telephone regularly. So many business opportunities are wasted on the telephone by not handling the call efficiently, losing customers and missing potential sales opportunities. Correct telephone training can rectify all this. This course looks at identifying existing telephone skills and develop them further. It will also enable people who may have had very little experience of business telephone calls before to learn how to handle efficiently and confidently.


New employees joining your organisation may find the course useful as it can incorporate your individual company telephone techniques such as in-house greetings and call handling.


This is a hands on course with a high level of delegate participation through group discussions.



  • At the end of this course delegates will feel confident to handle inbound telephone calls in a professional manner ensuring that this important first contact point with your organisation is a positive experience.

  • Delegates will have learnt skills to enable them to handle all manner of calls from simple enquiries to customer complaints.

  • Delegates will be able to identify sales opportunities from a caller's use of language and handle the call appropriately.

The course includes

  • The history of telephone and how it evolved

  • Communication methods

  • Answering and handling inbound calls efficiently

  • Message Taking

  • The customer

  • Customer Care

  • Dealing with Complaints

  • Basic Telephone selling

  • Questioning Technique

  • Ending the telephone call

  • A short test for delegates to cover key learning points

  • Delegate workbooks

  • Delegate notes

  • Trainer notes

A full one day inbound Professional Call Handling course is also available which includes practical role-play exercises, please click here for further details.



Course Information
Duration: 1 day
Trainer Pack: 75 pages
Preview Trainer Pack Index Click Here
Delegate Workbook: Yes
Slide Pack: 28 slides
Delegate Certificate: Yes
Role Plays: No
Ref: C138
Price:  UKŁ175

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