🎯 Course Description

Handling phone calls well is more than answering politely — it’s about building trust, managing expectations, and representing your organisation with confidence and care. This course gives you the tools, phrases, and techniques to handle every call professionally — even when you don’t have all the answers.

Whether you're new to phone-based work or looking to polish your style, this practical course will boost your confidence and skill in customer-facing calls.

🧠 What You’ll Learn

By the end of this course, you will be able to:

• Create a professional and engaging first impression on the phone

• Use tone, pace, and phrasing to build rapport and trust

• Handle difficult questions with honesty and professionalism

• Escalate or refer calls without losing customer confidence

• End calls with clarity, warmth, and effective follow-up

• Use tools like call planners, scripts, and golden phrases in daily work

👤 Who This Course Is For

This course is ideal for:

• Customer service professionals

• Reception teams and office administrators

• Line managers who handle incoming queries

• Anyone who represents the organisation by phone