Customer-focused Telephone Skills course
In this course you learn to deal with customers professionally and with a customer-focused approach. You work on your use of voice, practise listening techniques and learn to handle complaints properly.
NRTO quality markFree cancellation up to four weeks before the start, so feel free to book now.
In brief. Customer-Focused Telephone Skills is a 2-day classroom course. You can take it in Amsterdam, Utrecht, Rotterdam and The Hague, among others, or online, in a group of no more than 8 participants. The price is € 1250,- excl. VAT per participant, including course materials, lunch on location and a certificate of attendance. We also run this course for a team or department in-company.
- Directly applicable in your daily customer conversations
- A maximum of eight participants per group
- Personal intake and tailor-made programme
- Plenty of practice with realistic telephone situations
- Experienced trainers from communications practice
Your trainer: Mieke, Rob, Michaela or Christy 1.252 evaluations in total, average score 8,9. View the trainers
On the telephone you are your organisation's calling card. In this course you work on your voice, your listening technique and the way you handle customers and complaints, so that every conversation runs pleasantly and purposefully.
Description
A great deal of customer contact takes place over the telephone. The tone you set, the questions you ask and the way you listen determine whether a customer feels heard. And whether that customer comes back. Those who master these skills get more satisfaction out of their work and leave a strong impression on behalf of the organisation.
In the Customer-Focused Telephone Skills course you learn the basics of telephone communication. You consider what communication actually involves and get to work with effective questioning and listening techniques. You practise extensively, so that you can apply what you have learnt directly in your own working situation.
The entire telephone process is covered, from answering the call to closing the conversation. You learn to use your voice consciously, to uncover the customer's real question, and to handle difficult situations such as complaints calmly and with a focus on solutions.
Topics
- Applying communication techniques consciously and with a customer focus
- Telephone etiquette from start to finish
- Active listening and asking follow-up questions
- Showing interest and creating rapport in a conversation
- Questioning techniques: open, closed and leading
- Summarising and uncovering the question behind the question
- Dealing effectively with complaints
- Customer-focused thinking from the customer's perspective
- Using your voice and intonation consciously
- Informing and advising on the phone
Result
After this course, you will know how to handle every phone call in a customer-focused way. You will know the do's and don'ts of customer contact, you will understand how your own behaviour influences the customer's experience, and you will use your voice and language deliberately. You will get to the customer's real question, switch more easily between the customer's perspective and your own role, and handle complaints calmly and constructively.
Target audience
This course suits anyone who speaks to customers on the phone daily or regularly, such as helpdesk, customer service or planning staff. It is also right for you if you are about to start a role involving a lot of contact, want to sharpen your telephone skills, do not enjoy making calls or want to handle complaints more comfortably.
Teaching method
Tailoring is central. Through an intake, the trainer maps out your personal learning objectives and adapts the programme accordingly. We work in a safe atmosphere, because experimenting with new behaviour works best when you feel at ease. You learn above all by doing and experiencing, with plenty of practice and immediate feedback. The group has a maximum of eight participants, so that everyone has enough room to practise.
Prior knowledge
No specific prior knowledge is required. An open attitude and the willingness to practise with your own conversations are enough.
Practical information
- Number of days
- 2 days
- Course times
- from 10 am to 5 pm
- Teaching hours
- 12 hours
- Education level
- Suitable for all levels
- Preparation time
- None
- Included
- Course materials and lunch on site
- Certificate
- At the end of the course you will receive a certificate of attendance
- Cancel
- Free up to four weeks before the start (cancellation terms)
Language
The course is given in Dutch as standard. The trainer speaks English. English-language course materials can be used. If at least 3 participants register, the course can also be given entirely in English.
In-company
Would you like to organise this training for a whole group or several groups? This can be cost-effective. For example, we can tailor the content entirely to your organisation, and training a whole group is also cheaper.
Are you looking at large numbers of participants or a complete academy? That involves a great deal. Consider planning and communication, for example, or identifying and agreeing the objectives and content of the training. Or differences in level, feedback mechanisms and safeguarding. Fortunately, Learnit has extensive experience in this field (more than 25 years) and we are happy to help you through this process.
Request a quote More about Customer-focused Telephone Skills in-company
All start dates
2 training days. In order of date.
- Tue 27 & Wed 28 October 2026 Online · 10:00–17:00 Enrol
- Tue 27 & Wed 28 October 2026 Utrecht · 10:00–17:00 Enrol
- Tue 3 & Wed 4 November 2026 Amsterdam · 10:00–17:00 Enrol
- Tue 10 & Wed 11 November 2026 Rotterdam · 10:00–17:00Free cancellation until 13 October Enrol
- Tue 24 & Wed 25 November 2026 The Hague · 10:00–17:00Free cancellation until 27 October Enrol
- Thu 17 & Fri 18 December 2026 Rotterdam · 10:00–17:00Free cancellation until 19 November Enrol
- Thu 4 & Fri 5 February 2027 Amsterdam · 10:00–17:00Free cancellation until 7 January Enrol
- Thu 1 & Fri 2 April 2027 Groningen · 10:00–17:00Free cancellation until 4 March Enrol
- Thu 1 & Fri 2 April 2027 Zwolle · 10:00–17:00Free cancellation until 4 March Enrol
No suitable start date? Send us a date request, and we'll look at the options together.
This course for your team?
Plan your own group on a date that suits you, at your office, at our premises or online. We tailor the content to your day-to-day work, and training a whole group is cheaper than individual bookings.
- Your date and location
- Tailored content
- Multiple groups or an academy are also possible
- More than 25 years' experience
The trainers for this course
Ratings from participants after completing their course, across all courses by this trainer.
Mieke
Trainer in conversation techniques and train-the-trainer 8,8 from 386 evaluations
Rob
Trainer in communication and leadership 8,6 from 346 evaluations
Michaela
Trainer communication and personal development 9,1 from 264 evaluations
Christy
trainer in communication and leadership 9,2 from 256 evaluationsWhat others say about this course
Customer-focused Telephone Skills course: average 8.5 from 18 reviews
“A very good course from which I learned a great deal. Plenty of handy tips are given that are genuinely useful in a telephone conversation.”
“More than adequate. Situations were discussed and practised, and we were given tips and tricks.”
“Situations that occur in day-to-day office practice were covered, which I found very positive. By practising certain rather difficult situations, you are better prepared for them in practice and you know how to respond to them better.”
“Very instructive course!”
“A short, practical course in which interaction and video point out facts that you have come to take for granted over the years. Very useful to put the finishing touches back in place in a relaxed atmosphere, helped by the experienced trainer.”
“This is my third telephone training course. This one is far superior to the earlier ones. What appeals to me greatly in this course is the psychology behind people.”
“I have already taken a number of courses in the field of communication. I apply many of the things I learned in practice every day. However, there are always skills that fade over time and stop developing. For me, this course was a refresher that brought a number of tools back to the surface.”
“Surprising how many points for improvement the trainer still managed to find in the sales process. And that with a salesperson with more than 20 years of experience.”
“This training course was completely tailored to our needs.”
"What I found good I found the Accounts Receivable Management course added value to my personal development. I learnt a great deal from it, particularly in the area of customer communication. What I mainly take away is the importance of listening carefully and attentively to the customer's question. In addition, I learnt to repeat back what I have understood of the question and then check whether I have interpreted it correctly. I also gained useful insights for my written communication. From now on I want to write more concretely and keep my sentences as short and clear as possible. That way the message comes across better and the reader keeps their attention. All in all, I certainly found the course worthwhile."
“A really fascinating training course that you can genuinely put to use in practice!”
“Practical exercises within a safe learning environment.”
“The content of the course was very well put together and was properly tailored to my wishes and my organisation. There was good variety, and the role plays in particular were pleasant and are of great use to me.”
“'A pleasant and instructive course, with plenty of practice in conversation techniques. Pleasant course and trainer.'”
“The course is very instructive for many target groups; whether you are a receptionist or a buyer, in the end the sender has to deal with the receiver in daily life, so you can spar about how it comes across when you call a receptionist or the other way round.”
“A tailor-made communication course that connects with your personal experience and the experience of the group, giving communication an extra dimension.”
“Excellent course! Tailor-made and very professional!!”
“Intense, but hands-on tips!”
“The content of the course was well adapted to my/our wishes. All the issues I ran into were covered and properly practised.”
Training formats
Classroom
2 days€ 1250,-- Pleasant venue with a good trainer
- Small groups
- Inspiring and motivating
In-company
Bespoke trainingOn request- 100% for your group
- Bespoke training
- At your place or ours
Workshop
Up to 4 hours for groupsOn request- Suitable for events
- Interactive and inspiring
- Large groups too
Private training
At our place or yoursOn request- 100% just for you
- Achieve a lot in little time
- Whenever you want
Frequently asked questions
Can I cancel free of charge?
Yes. Up to four weeks before the first day of the course you can cancel free of charge, without giving a reason. You then receive a credit note or, if you have already paid, a refund. If you cancel later, you pay part of the course fee: 25% between four and two weeks before the start, 75% in the two weeks before it and 100% in the final week. Moving to another start date is free of charge up to two weeks before the start, after that 50%. Sending a colleague in your place is always possible. Read the cancellation terms.
What do you learn in the Customer-focused Telephone Skills course?
You will learn how to deal with customers on the phone in a professional and customer-focused way. The course covers telephone etiquette, voice use, active listening, questioning and summarising techniques, customer-focused thinking and handling complaints. You practise with situations from your own working practice, so that you can apply what you have learned straight away.
Who is this telephone training course suitable for?
The course is suitable for anyone who regularly speaks to customers on the phone, such as staff working on a helpdesk, in customer service, planning or reception. You are also welcome if you are about to start in a role with a lot of customer contact, or if you want to sharpen your conversation skills.
Do I need prior knowledge for this course?
No, you do not need any specific prior knowledge. An open attitude to learning and a willingness to practise with your own conversations are enough to follow the course successfully.
How large is the group during the course?
We work with groups of no more than eight participants. That way everyone has enough room to practise, ask questions and receive personal feedback from the trainer.
Do I receive a certificate afterwards?
Yes, on completion of the course you receive a Learnit certificate of participation. This shows that you have attended the Customer-Focused Telephone Skills course.
Can this course also be delivered in-company?
Yes, Customer-focused Telephone Skills can also be delivered in-company. In that case we tailor the programme to the conversation situations and target groups within your organisation. Contact us to discuss the options.
How do you improve your use of voice on the phone?
On the telephone, your voice is your most important instrument. Working on your voice starts with awareness: how do you sound now, how fast do you speak and what intonation do you use? During the course you practise with variation in pitch, speaking pace and pauses, so that your customer listens to you better and you come across as friendlier and clearer.
What is the best way to deal with a complaint on the telephone?
Start by listening without interrupting and acknowledge the customer's feelings. Summarise what you hear, so the customer feels understood. Then ask targeted questions to clarify the situation and propose a concrete next step. Stay calm, even if the customer is angry, because your tone largely determines how the conversation unfolds.
What does customer-focused telephoning actually mean?
Customer-focused telephone skills means conducting the conversation from the customer's perspective. You listen to what someone really needs, even when that question is not immediately stated clearly. You adapt your tone, pace and information to the person at the other end of the line and make sure the customer feels heard and helped, whatever the subject of the call.
How do you get to the question behind the question?
A customer's first question is often not the whole question. By asking open questions, summarising what you hear and asking good follow-up questions, you get to the real goal or problem. Ask questions such as 'what do you want to achieve with that?' or 'what matters to you?'. That way you avoid answering a question the customer was not actually asking.
Why is active listening on the phone so important?
On the phone you miss body language and eye contact, so all the information reaches you through what you hear. Active listening means following the words and also picking up on the tone, the hesitations and the underlying emotion. With listening signals and summaries you show the customer that you are really there, which greatly increases trust and the quality of the conversation.
What does the Customer-Focused Telephone Skills course cost?
You can find the current price at the top right of this course page, along with the schedule, location and delivery format. For in-company or bespoke courses we are happy to provide a quotation on request.
Next start date: Tue 27 & Wed 28 October 2026 in Utrecht, also available online
Free cancellation up to four weeks before the start, so you can secure a place now.