Professional Call Centre & Customer Service Skills

Call centres are a critical part of modern business, and every customer interaction blends service, communication, and sales skills. This energising and highly practical three-day workshop is designed to help call centre and customer service agents make the most of their telephone-based work. Participants develop the confidence and professional skills needed to communicate clearly, handle challenging conversations, negotiate effectively, and remain calm under pressure. The programme covers tone, pace, and vocal delivery; questioning and active listening skills; delivering difficult messages and saying “no” professionally; managing objections; and building stronger customer relationships through personalised communication. The course also includes practical stress-management techniques to support wellbeing and sustained performance in demanding call centre environments.

This course is compiled from the best we have to offer in Customer Service and Call Centre skills. We have combined our Customer Centric Employee Course and Telephone Selling Essentials: Telemarketing for Success, to give a powerful vitamin boost of essential knowledge and skills for anyone working in a high-stress call centre environment.

The objective of the Professional Call Centre & Customer Service Skills course is to equip call centre and customer service professionals with the practical communication, emotional intelligence, customer handling, and telemarketing skills required to deliver consistent, professional, and customer-centred service. The course aims to develop participants’ ability to understand customer needs, communicate confidently and assertively, manage emotions and conflict, handle difficult interactions, and apply ethical and compliant selling techniques. By the end of the programme, participants will be able to manage customer conversations effectively across phone, email, and digital channels, maintain professionalism under pressure, and contribute positively to customer satisfaction, business outcomes, and their own workplace wellbeing.