Customer-focused Telephone Skills in-company
A two-day course just for your group. You choose the date and the place, and the trainer tailors the content to your practice beforehand.
NRTO quality markEerder gevolgd door medewerkers van Christelijk College de Populier, Hoogheemraadschap van Rijnland, Geonius, Jotun B.V en anderen.
- Tailored: matched to the level and goals of your team
- Trainers from the field, who do the work themselves
- At your premises, at ours or online, on a date that suits you
- In Dutch or English, in the language of your choice
Your trainer: Mieke, Rob, Michaela or Christy 1.252 evaluations in total, average score 8,9. View the trainers
What the course covers
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.
Read the full programme of Customer-Focused Telephone Skills
How an in-company course works
- RequestYou tell us which course it concerns, how many people and roughly when. You receive a quotation with a fixed price for the group.
- AlignmentWe discuss what the group can already do and what should be different afterwards. The trainer adapts the examples and exercises accordingly.
- The courseOn the day and at the place you chose, with course materials for every participant.
- AfterwardsEvery participant receives a certificate of attendance.
Practical information
- Duration
- Two-day course
- Group
- Only your own people
- Location
- At your office, at one of our locations or online
- Date
- You choose
- Language
- Dutch or English
- Included
- Course materials and a certificate of attendance
- Price
- Fixed price per group, in a tailored quotation (scheduled course: EUR 1250,- excl. VAT per participant)
The trainers of 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 participants say about Customer-focused Telephone Skills
Customer-focused Telephone Skills course: average 8.5 from 18 reviews
“Excellent course! Tailor-made and very professional!!”
“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.”
“More than adequate. Situations were discussed and practised, and we were given tips and tricks.”
“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.”
“A really fascinating training course that you can genuinely put to use in practice!”
Frequently asked questions about Customer-focused Telephone Skills in-company
Where does the in-company Customer-focused Telephone Skills course take place?
Wherever suits you: at your office, at one of our training locations or online. You also choose the date.
Can the content be tailored to our organisation?
Yes. Before the course we discuss with you what the group can already do, where things go wrong in practice and what should be different afterwards. The trainer uses examples and exercises from your own work.
How large can the group be?
That depends on the course. For a skills course we prefer to work with a small group, so that everyone can really practise. If more people are involved, we schedule several groups or set up a fixed programme.
What does Customer-focused Telephone Skills in-company cost?
You get a fixed price for the whole group, in a tailored quote. For a group this works out cheaper than booking everyone individually. For comparison: a place on the scheduled course costs EUR 1250,- excl. VAT per participant.
Can the course be delivered in English?
Yes. For in-company courses we deliver the training in the language of your choice, Dutch or English. Mention it in your request.
Do participants receive a certificate?
Yes, every participant receives a certificate of attendance afterwards.
How do I request a quote?
Via the quote form: state the course, the number of participants and roughly where and when you would like it. An adviser will then contact you.
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.
Customer-focused Telephone Skills for your team?
Request a quotation without obligation and an adviser will get back to you soon. Coming with one or two colleagues? Customer-focused Telephone Skills is scheduled 9 times over the coming year, in Amsterdam, Utrecht, Rotterdam, The Hague, Groningen and Zwolle.