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

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 their course.



Level of Study:





Sparsholt College, SO21 2NF


09:00 - 16:30