What will I learn?

This course will enable learners to take calls, handle queries and interact effectively by telephone

Delegates will learn

* what constitutes a good and a bad call
* the value of the call handler’s listening skills, barriers to listening and how to overcome them
* the importance of first impressions
* showing empathy and creating rapport
* questioning techniques
* what aggressive, assertive and submissive behaviours are
* positive and negative language and keeping the voice neutral
* call structure and directing the call
* how the call handlers skill and attitude can affect their performance
* dealing with difficult calls
* closing the call
* best practice in handling calls
* company policies

Where will it lead me?

Learners may also be interested in our Making Confident Sales Calls – Telemarketing course

Entry Requirements

There are no entry requirements for this course

Please Note

All fees quoted are correct at the time of print and may be subject to change. Due to funding restrictions this course is not available to existing full time Sparsholt College/Andover College students aged 16, 17 or 18 (or 19-24 with an EHCP) on the 31/8 in the year they started/start their course.



Level of Study:



  • 10/12/2024 - (VQCHS/FC01)




Sparsholt College, SO21 2NF


09:30 - 16:30