Cursus Klantgericht telefoneren in Utrecht

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 description of the Customer-focused Telephone Skills course

All dates in Utrecht

None of the dates suitable? In-company takes place on a day of your choosing, and the course also runs in other cities.

Where in Utrecht

Who you'll be taught by in Utrecht

• Mieke Trainer in conversation techniques and train-the-trainer Rating 8,8 from 385 evaluations
• Rob Trainer in communication and leadership Score 8,6 from 346 evaluations
• Michaela Trainer communication and personal development Rating 9,1 out of 263 evaluations
• Joris Trainer in communication and leadership Rating 8,6 out of 122 evaluations

What participants thought

• “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.”

  A. den Heijer, Hoogheemraadschap van Rijnland - Customer-Focused Telephone Skills

• “Excellent course! Tailor-made and very professional!!”

  D. Manscholt, Christelijk College de Populier - Customer-Focused Telephone Skills

• “More than adequate. Situations were discussed and practised, and we were given tips and tricks.”

  El. Pisters, Geonius - Customer-focused telephone skills

• “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.”

  M. Lems, Jotun B.V. - Customer-Focused Telephone Skills

Frequently asked questions

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.

Klantgericht telefoneren in andere steden

• Customer-focused Telephone Skills in Amsterdam 3 data, vanaf 29 oktober 2026