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Who will this training help?
What will you get?
How long will it take?


Our Call handling skills training has been helping clients to minimise complaints, call backs, call waiting time, improve cash flow, invoice queries, and customer experience for over 25 years.

“92% of customer interactions happen on the phone. 85% of customers report being dissatisfied with their phone experience”

This is a startling statistic, after all everyone can use the phone can’t they?

The question is can they use the telephone effectively, understanding the customer, finding the right answer to their enquiry, sounding helpful while navigating your computer systems and processes.

Often induction training focuses on the systems and processes your people will need to follow when helping customers.

Our training helps develop the soft skills required to manage the call and the caller, while representing your brand in the way that you want it to.  The training can help with on-boarding, with developing the skills of your more experienced people, or help people who have customer contact over the telephone such as engineers.

Great call handling skills are good for your people, they develop a confidence when dealing with customers, and that’s good for business.


Who will this training help?

Anyone who is involved with speaking to customers (internal or external ) over the telephone.
People new to your team or contact centre
Experienced call handlers who need to refresh or get their mojo back

Call Handling Skills – what our clients say

“A dynamic and fascinating look at communication and call handling skills and their use at work and in everyday life.

I learned more in this course than in over 20 years of customer service.”

Christian Owens, Global SAP Training & Coaching Specialist, Edwards Ltd

Outstanding - the team feedback says its like no other training they've ever had.
Phip Woodhatch-Owen
The training has been universally praised by our teams.
The training has been universally praised by our teams. We have seen a positive difference in the way our teams communicate with those who need our help.
Lucy Caddis
Atlas short testimonial
We chose Intelligent Dialogue as they listened and understood our requirements. The training was extremely well received by everyone and saw results straight away.
Sam Hills
Exceptional feedback
The way Intelligent Dialogue worked with us just works. They developed a training programme that has been a great experience, has received exceptional feedback, and seen people really focusing on customers. I cannot speak highly enough of the approach they take.
Simon Baines
A key partner as our company moves forward
Intelligent Dialogue brings clarity, empathy and an informed insight into our staff development at an operational and board level. They are a key partner as our company moves forward to its next chapter.
David Evans
We really have seen a change
The feedback was unanimously positive. We have really seen a change in how the PSAs interact with patients; a much more ‘can do’ approach to potential problems.  
Gill Welch
Has yielded great results
“The training I have received from Diane at Intelligent dialogue is second to none! Tailor made to my working situation and at an extremely manageable pace. This has made my learning easy to implement over time and has yielded great results!”  
Debra Ward
Big impact and improvement
The Intelligent Dialogue team managed to achieve a big impact and improvement, with some of the smallest changes.
Operations Director
Best Customer Service
Best Customer Service Course I've been on in years, with one of the best trainers. Learned a great deal.
Debra Wood
100% Recommended
100% Recommended. Real development for real people in daily scenarios.
Branch Manager
Booked meetings have doubled and quotes gone up by 61%
Even after just over a month my numbers as in number of booked meetings have double and quotes have gone up by 61%. As you can imagine we’re amazed by the results. Diane has even been in touch today to see what has happened since and to see if there was anything else we needed. We couldn’t ask for a better service!
Darren John
The trainer really understood our business

“The session was hugely informative and interactive, and the trainer really understood our business, and adapted the session to meet our needs.”


Luci Lloyd
I feel so much more confident
I feel so much more confident having this framework now when handling sales calls and it feels so much more natural than the one I was trying to implement before.
Danielle Cole
Short – Sam Roper – HSD Unlike other courses the action plans
Unlike other courses action plans have tangible benefits, in fact some benefit is already in action a week later.
Sam Roper
Short – Sam Roper – HSD – the feedback and enthusiasm from everyone has exceeded my expectations
The feedback and enthusiasm from everyone involved has exceeded my expectations.
Sam Roper
Short – Angel Advance – the most valuable course – customer service
The most valuable course taken to date for our managers, trainers and coaches.
Ben Mariner
Short – BOC – Ambassador – really good very insightful
It's helped me to understand how to make a customer feel valued. Really good, very insightful.
Short BOC – Ambassador – time and money well spent
Excellent, time and money well spent.
Phil M
Short – Schein – Mark Y – Team Leader
An awesome insight into the way our interactions with clients have a significant impact on our business. Providing skills & techniques for a better customer experience.
Mark Yeates
Short – Russell Smith – Reynolds – added value
They added real value and are a real pleasure to work with.
Russell Smith
Short – Patrick Allen – Henry Schein – results
They deliver great results and provide a real return on investment.
Patrick Allen
Short – Reynolds – Customer Service; Call Centre and leadership
If you need really sustainable results in your business then I could not think of a better company than Intelligent Dialogue.
Paul Collins
Short – Michael Reeve – Edwards – customer service and sales
I wouldn't hesitate to recommend them.
Michael Reeve
Short – Rotrex – Ian Bunting – Sales
The training delivered positive & measurable results, increased hire, sales & service business in all of our market sectors.
Ian Bunting
One of the best received we have run
The Ambassador programme has certainly been one of the best received that we have run - so thank you very much for this.
Colin Mills
Short – Jeff Hudson FLG – Hire
Intelligent Dialogue really understand the hire market, and if you want to generate more business and improve service I would contact Diane Banister.
Jeff Hudson
Short – FLG Jeff Hudson – sales hire controllers
Already extra revenue has been significant.
Jeff Hudson
Short – Coventry City Council – Customer Service
I would strongly recommend Intelligent Dialogue to anyone. The content was perfect and the delivery was First Class.
Daniel Freeman
Short – Matt Ainscough – Commercial
The results have been outstanding.
Matt Ainscough
Short – Edwards – Customer Service
I learned more in this course than in over 20 years of customer service.
Christian Owens
Short -One Stop Hire – Sales
I'd recommend this training course if you want to make more profit. As far as courses go it's been as good as it gets.
Craig Hughes
Short – All Med Pro – Sales
Brilliant workshop today. Many thanks to Diane Banister. Already the feedback I have had from the team has been great. Highly recommended.
Adam O'Keeffe
Short – BOC – Colin Mills – Customer Service
The Ambassador programme has certainly been one of the best received that we have run - so thank you very much for this.
Colin Mills

What you will get from Intelligent Dialogue Call Handling Skills Training

We will work with you to include the most useful content and exercises for your people making sure their training experience is real world and relevant. Our training is tailored, so will reflect the types of calls and types of callers that your people will recognise.

Call Handling Skills Training may may include some or all of the following:-

the importance of good call handling
how the telephone affects communication
building rapport quickly and easily
how to control a call
the key communication skills to manage a call effectively
the importance of call structure to you and the caller
using the right language to create and leave the right impression
helping the caller in one call
delivering great customer service each call every call
making the most of the opportunity with the customer
managing the stress of busy times
dealing with angry customers
complaint handling
sales through service
dealing with bereaved callers

How long will it take?

1 – 2 days depending on previous experience and training and the level of practice agreed in the design.


If you want to improve your teams’ call handling skills get in touch to discuss what you’d like to achieve and why you are considering the training. We’ll discuss with you our approach to achieving your objectives, how long the training will take and the investment you’ll need to make.

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