Masterclass in Handling Incoming Telephone Calls Course

Masterclass in Handling Incoming Telephone Calls 1/2 Day Course


If you want to improve the service your customers receive when they make a phone call to your business, you need to see things from their perspective. This insightful, half-day Masterclass in Handling Incoming Calls course will help you to understand where you may be going wrong, and show you some simple ways to create a positive and enjoyable experience for your callers.


By the end of this practical, half-day Masterclass in Handling Incoming Calls, you’ll:

  • Feel more confident when answering customer calls
  • Understand the proper way to transfer a call or put someone on hold
  • Be able to deal with dissatisfied customers in a helpful way
  • Know how to use effective customer care techniques on the phone


What do you hate about making phone calls to your bank, your dentist or estate agents? By finding out what we dislike most about making calls, we can judge our own business’ ability to put customers at ease. During this half-day course, we’ll look at good customer service and how incoming calls play their part, including:

  • The process of an incoming call – from first impressions to the language used and how to take care of the finer details
  • Work out your objectives – what do you want to achieve from each call?
  • How do you rank each call, and what do you consider a successful outcome?
  • Learn how to handle complaints and enquiries effectively, using the golden rules of excellent customer care
  • We’ll make live calls to real businesses to assess how well our queries are handled


There’s no formal assessment for this course. However, you’ll receive a Certificate of Attendance for your records.

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  • Will lunch be Included?

    The joining instructions will indicate if lunch is provided for the duration of your course.  Should you need to know prior to booking please contact one of our team who will be happy to advise.

  • When will I receive my Course Joining Instructions?

    Course joining instructions are sent 7 to 10 days prior to course commencement.  If you book within this time frame they are emailed within 24 hours of the booking being placed.

  • What time does my course start?

    Start and finish times are confirmed on your joining instructions which are issued 7 to 10 days prior to course commencement.  Failure to arrive at the requested time may result in the delegate being turned away.

  • Can I complete a name change on my booking?

    Yes, a name change can be completed free of charge providing the delegate being substituted has the required pre-requisites. You can submit your request by emailing our customer service team at or calling on 01892 543000.