Presentation Style: Tutor-led Classroom
Duration: 1 Day
Course Time: 09:30 - 16:30hrs
Course Location: Northampton
Cost: Public Courses: £225 + VAT per delegate (call for group discounts)
Closed Courses: please enquire


What will you learn on this course?

This one day workshop is designed for anyone who handles medium to high volumes of telephone calls and is looking to gain more control of the call and increase their sales or customer satisfaction levels.

By the end of the workshop, participants will be able to:

  • Identify how to maintain structure within a call to enable call control and maximise customer satisfaction

  • Explain the importance of empathy and rapport as a means of building positive relationships with customers

  • Identify the potential needs of callers by using advanced communication skills

  • Describe the importance of delivering accurate advice and information in a jargon-free, user-friendly way that will enhance the customer experience.


Course Content

Programme background

Structuring the call

Opening the call

Building rapport and empathising. Listening skills and testing understanding


Questioning skills, testing understanding and making assumptions


Giving information or making the sale

Closing the call

Checking customer satisfaction

Putting it all together

Next steps and action planning


Additional Information

  • Buffet lunch included and free parking (only for courses held at Paradise Training Centre)
  • Joining instructions will be sent prior to attending the course