Telephone Techniques – 12th November 2026

14:00 to 16:30

Live virtual training session hosted in Zoom, with Clare Hartgen, Learning and Development Centre’s Non-Clinical Educator

Suitable For

All Professionals in Customer Facing Roles

Course Aim

A key part of the customer facing role is receiving and making telephone calls.  This course provides practical call handling training, which will enhance existing skills and techniques.  This will enable delegates to confidently answer calls and constructively respond to enquiries.  The course will also cover skills for managing difficult or aggressive customers during telephone calls.

Objectives: 

·        Answer and make telephone calls in a professional manner

·        Learn techniques to efficiently respond to queries

·        Build rapport with callers and meet their needs

·        Handle concerns with empathy and understanding

·        Dealing with angry or aggressive callers

If you no longer require your place on this course place cancel it so that there is availability for other delegates.  To cancel a booking please log into your Learning and Development Centre account and navigate to the Courses tab from your dashboard.

It is expected that you will attend the session virtually from a quiet location at which you will not be disturbed, and you will have access to a microphone and camera on your device.  Every delegate must have their own device to use throughout this session.  This is a requirement for attending this interactive course.

If you have any questions please contact the team at ldc.sentinel@nhs.net