Customer Support and Call Handling - Course Details

Course Brief

This is a half day programme is designed to assist support centre staff on how to be prepared for interactions with the customers they work with. We will look at conflicts and deal with difficult callers and understand how best to close out a call.

There is increasing numbers of call`s that can be difficult to manage.  We are assessing each interaction to understand where the person at the other end of the line is coming from.

This course can be adapted to suit your staff`s need and industry

Course Content

  • Housekeeping and Objective setting
  • Receiving information and appropriate response
  • Listening and Communication strategies
  • Developing the conversation
  • Problem solving
  • Brain engage, Brain active and close
  • Dealing with complaints
  • Review and call management
  • Evaluation and Close out


Entry requirements

Minimum age- 18 years old

Minimum English requirements: Leaners must be able to understand and convey the concepts contained in the programme content.