Course Title: Call Handling Skills

Course Overview:

The Call Handling Skills course is designed for professionals in customer service, sales, or support roles who interact with clients over the phone. This course provides techniques to manage calls confidently, communicate clearly, handle difficult conversations, and deliver excellent customer experiences. Participants will engage in role plays, audio reviews, and guided practice sessions to build real-world skills.

Key Learning Objectives:

• Understand the importance of professionalism and tone in telephone communication.
• Learn effective techniques for answering, transferring, and ending calls gracefully.
• Develop listening and questioning skills to identify caller needs quickly and accurately.
• Handle challenging situations such as angry callers, complaints, or unclear requests with confidence.

Core Topics Covered:

• Telephone Etiquette: First impressions, greeting callers, tone, and clarity.
• Active Listening: Verbal nods, summarizing, empathy, and effective questioning.
• Call Structure: Opening, identifying purpose, resolving issues, and polite closure.
• Dealing with Difficult Calls: Staying calm, handling objections, and service recovery strategies.
• Call Documentation: Taking notes, logging information, and follow-up commitments.

Outcome:

Upon completing the course, participants will be better equipped to manage phone calls with professionalism, empathy, and confidence—ensuring customer satisfaction and improving service standards across the organization.