Our approach

We focus on developing a customer-oriented and proactive attitude in every telephone interaction.

During the training, participants learn how to:

• Increase effectiveness during telephone conversations.
• Deliver professional and high-quality customer service.
• Set clear boundaries without compromising service quality.
• Communicate in a clear and customer-oriented manner.
• Answer the telephone in a professional, business-like, and friendly way.
• Strengthen both speaking and active listening skills.
• Use open, closed, and follow-up questions effectively.
• Get to the core of the caller’s question or problem.
• Summarize and confirm the caller’s request.
• Adopt a proactive communication style.
• Handle conversations with angry or dissatisfied customers.
• End and round off telephone conversations professionally.
• Maintain discipline and structure during calls.
• Understand the impact of body language and reflect on individual communication behavior.

Upon completion of the Training

After completing the training, participants will be able to:

• Represent the organization as a professional and customer-focused first point of contact.
• Handle incoming calls in a customer-oriented manner in English.
• Communicate clearly and concisely in English.
• Use common telephone expressions confidently in English.
• Assist customers in a friendly, professional, and structured way in English.

Who is it for?

This training is suitable for employees of companies, foundations, and institutions at all levels of education and experience, including:

• Telephone operators and receptionists.
• Secretaries and administrative staff.
• Patient service desk and outpatient clinic employees.
• Service desk and helpdesk employees.
• Doctor’s and dental assistants.
• Other operational support staff who regularly handle telephone communication.