Telephone Skills and Call Handling Essentials

Telephone Skills and Call Handling Essentials In-House Training Course Riyadh , KSA

Course overview

Course overview

Telephone communication skills and call handling etiquette are essential for every person who answers the phone or makes calls to customers, since this specialist creates a particular image of the organization. Apparently, you want this image to be as good as possible. The ability to solve problems and tasks effectively determines professionalism both of your organization and a person who interacts with customers, your call center specialist must know how to control a conversation over the phone. Telephone skills are one of the most in-demand ones in the business world. However, undertrained people who handle calls poorly can cost your business a significant amount of money.

This telephone skills course provides the necessary knowledge required for everyone who makes and answers calls on behalf of the organization. Throughout this phone skills training, attendees will learn how non-verbal impacts their voice, how to use it to their advantage, and how to master their voices to get results they want from this type of communication. Participants will explore how they should structure a call and ultimate techniques to control conversation over the phone. Both handling incoming calls and making outbound calls will no longer be an issue after this telephone skills training. At the end of the course, we cover the best practices of coping with concerns, objections, and complaints that are accompanied by techniques on how to deal with anger and prevent escalation of the conflict.

Receptionists, call center agents, support and administrative staff and people who spend most of their days speaking on the phone will find this telephone techniques training beneficial and can expect the following objectives to be covered:

  • Learn how to handle calls of any difficulty with professionalism and confidence
  • Practice the voice techniques to improve the effectiveness of your communication over the phone
  • Know how to structure your telephone communication to handle a call with professionalism
  • Improve your questioning techniques for better control of the conversation
  • Become a master of coping with caller’s objections, and complaints
Who Should Attend

Who Should Attend

  • Front Desk Executives and other Personnel
  • Receptionists
  • Administrative Professionals
  • Customer Service Agents and Staff
  • Call Centre Staff
  • All staff who communicate with internal and external customers
  • Anyone who wants to improve telephone skills and learn how to handle calls professionally
What will you gain

What will you gain

  • Handle a customer’s concern or objections more effectively
  • Be able to get or deliver required information concisely and precisely
  • Become an exceptional front line for your organization
  • Practice the best techniques for handling complaints on the telephone
  • Boost your confidence and reduce fear in dealing with all types of callers
  • Identify the verbal, non-verbal and vocal aspects of telephone skills
  • Adjust your language and voice to different scenarios and callers
  • Learn how to adapt to the caller’s communication type for better results
  • Master your listening and questioning skills to advance your call control
  • Understand how to handle and manage the angry caller
  • Deliver excellent customer service to make your organization stand out
Course Content

Key facts


Course code:


3 days


Admission requirements:



This course is worth 18 CPE credits
(1 credit for 50 minutes)
No CPE credits are applicable for online courses


Certificate upon successful completion

Course schedule sample one day

08:30 AM  -  10:00 AM  -  First Training Session
10:00 AM  -  10:15 AM  -  Coffee Break
10:15 AM  -  12:00 PM  -  Second Training Session
12:00 PM  -  12:15 PM  -  Coffee Break
12:15 PM  -  02:00 PM  -  Third Training Session
02:00 PM  -  03:00 PM  -  Lunch and Networking
Fees & whats included

Fees & what is included

For the group bookings and special discounts please contact

Admissions Director – Vlad Podolyak

+971 52 684 7088

Vlad Podolyak
  • For early registrations special prices apply as outlined above.
  • All fees are exclusive of VAT. Tax Registration Number : 100312636200003.
  • Companies - register 2 participants for the same course and date and get one place free.
  • Only one type of discount can be applied to the same course & date registration.
  • For larger corporate clients there are special packages. Contact us for details.

At Atton Institute we do our best to ensure that all our courses and trainings are provided with the highest industry standards, are time efficient and praxis related, and bring the best education results. Our courses have the most up-to date info and secure the excellent course fee to value ratio quality.

Course Fee Includes

  • Extensive Workbook with Course Materials
  • Handouts and other Supporting Materials
  • Practical Examples and Various Case Studies
  • Quick Reference/Top Tips Guide
  • Professional & Experienced Instructor
  • Accelerated and Intensive Learning Techniques
  • Relationship Building within Course
  • Post Course Action Plan
  • Index of Additional Suggested Materials
  • Course Completion Certificate
Free Valet Parking
Coffee Breaks
Free WIFI access

Course certificate

Image for: Atton Institute Certificate
Course Content

Course content

  • Fundamentals of telephone skills
    • Definition of telephone skills
    • Importance of professional telephone techniques
    • Benefits of telephone etiquette
    • The key challenges of telephone communication
  • Importance of Non-Verbal Aspect in Telephone Communication
    • The importance of good first impressions
    • How your posture influences your speech
    • Effective use of facial muscles
  • The Factors of The Voice For Effective Telephone Communication
    • Power
    • Pitch
    • Pronunciation
    • Pace
    • Emphasis
  • Structured Approach to Answering the Telephone
    • Telephone guidelines and best practices when handling a call
    • Call structure and language
      • Call greeting
      • Building rapport as an effective means to gather information
      • Call development
      • Call goal realization and success
      • Call closing
    • How to deal with transferring and putting callers on hold
  • Ultimate Communication Skills for Flawless Call Handling
    • Best techniques to control a call
    • How listening can help you and the most effective listening techniques
    • Questioning techniques
      • What are the open questions?
      • What are closed questions?
      • Funneling Technique
    • Developing ability to achieve objectives and solve tasks and problems effectively
    • Recording information - taking accurate messages
    • Developing empathy
    • Stress management and how to stay calm when the temperature is rising
    • Delivering great customer service every call
  • Making Outbound Calls Professionally
    • Guideline how to make successful outbound calls
    • Sales through service
    • Making the most of the opportunity with the customer
  • Leveraging the Use of Different Communication Styles
    • Key differences in communication styles
    • Understand your own communication style
    • How to be more flexible and adjust your style to others
  • Handling Caller’s Concerns, Objections, and Complaints with Excellence
    • Foresee and diffuse caller’s concerns
    • Be prepared for the most common objections
    • How to respond to customer concerns and objections
    • Dealing with emotional callers - move the caller to the logical side of the brain
    • Practices to deal with anger
    • Techniques to prevent the escalation of the complaint
    • The service recovery paradox
Participant insights

Participant insights

The course was highly beneficial for my job and career. This info will clearly give me the great support for my day-to-day tasks.
Muhammed A. (Senior Auditor)Auditing Company, Dubai.
What I have learned in the course was exactly what I was looking for. Highly clear and pragmatic with perfect guidelines on how to use it at my work.
Antony S. (Manager) Drilling Equipment Company, Abu Dhabi.
A very useful course that provided new insights in the customer behavior and definitely would help me with my communications with customers.
Mario A. (Business Owner) Boutique Shops, Dubai.
Great thanks – one of the best courses I have made.
Brian G. (Projects Coordinator) Events Management Company, Ras Al Khaimah.
Exciting and inspiring course. Helped me to see things differently and re-organize our customer service department.
Abbas H. (Company Manager) Project Engineering, Muscat.
Would really suggest the training to any professional who is in charge of customer care.
Jane A. (General Manager) Real Estate Company, Dubai.
The time spent at course was really enjoyable and useful. Easy to understand and I used part of knowledge the next day after training.
Samira K. (Sales Team) Car Rental, Abu Dhabi.
Was the real great overview on what I shall do to improve in the Customer Service in my business.
Syed H. (Company Owner) Data Storage Solutions, Dubai.
The info I received on the course is the surprise for me. Never though of such simple techniques which help to handle difficult customers conversations.
Gabriela H. (Manager) Call Center, Sharjah.
The training I have chosen was very useful and informative with a number of very useful points. Was well explained by the trainer.
Colin G. (General Manager) Safety Equipment, Riyadh.
The program was very explanatory and gave me a lot of points to re-think. Would sure make a difference to my work approach.
Gabriela Y. (Supervisor) Call Center, Kuwait.
Would recommend to my team members to attend the same course. It would positively help me to do my job better.
Udo C. ( Department Head) Heavy Machinery Maintenance, Abu Dhabi.
The time spent at the course was the excellent investment – a lot of useful and practical info. Exactly what I was looking for.
Idul R. (Supervisor Sales) Construction Materials, Umm Al Quwain.
It was great idea to join such training. Would be a definite backing in my career development. Thinking of taking more courses – on other subjects.
Cristina R. (Sales Coordinator) Retail Company, Dubai.
The training was a great mixture of information and practical aspects. The instructor was highly professional and the course was organized the excellent way.
Samaa J. (Projects Manager) IT Solutions, Oman.
I really liked the scope and the style of the training – very friendly, a lot of communication and highly informative.
Stefan L. (Client Relationships) Insurance Company, Doha.
It was a great idea to join such training. All members of our team shall complete it. A lot of new points and useful hints.
Burcu W. (Marketing Head) Corporate Banking, Abu Dhabi.
Was really pleased by the content of the course and qualifications of the instructors. Got a lot of useful points for my business.
Marty Z. (General Manager) Travel Company, Dubai.
Great trainer and perfect information materials. Was really worth to attend. A lot of insights and ideas on how to improve job performance.
Daniel D. (PR Officer) Private Hospital, Muscat.
As we were in the process of restructuring of our call center this training was just perfect for the time. Remarkable and valuable suggestions and solutions.
Joselito B. (Marketing Department) E-commerce, Dubai.
The course was very beneficial and practical for my duties. Handling complicated customers from now on would be easier. Great instructor. Perfect training venue.
Amira Z. (Sales Manager.) Designer Apparel, Abu Dhabi.
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