Purpose of the Seminar

The training course includes the basic and necessary skills for Call Centers Customer Service Centers.

It covers key principles of customer service and communication and helps participants develop a professional approach to managing their customer telephone communications.

It will upgrade key communication techniques, including question technique, active listening, phone call control and proper complaint handling. The seminar will help you excel professionally as a call center agent.

Course Summary

  • Basic principles of telephone communication
  • Standing on the phone
  • Effective telephone service
  • Voice plays an important role in our communication because it betrays our mood
  • Vocabulary classification
  • Developing the “listen” technique
  • Elements to control the conversation
  • Object handling
  • Success factors for telephone communication
  • “NO” of the telephone communication
  • Effective complaint management

Target Audience

Customer service managers handling incoming and outgoing calls.

Conducting the Seminar

The seminars are conducted online through the Multilingua asynchronous training platform, or at your headquarters during the hours and days that serve the operation of the client.

Customized Training Workshops are created, which concern the Diagnosis of the existing situation and the Configuration-Creation of a laboratory and educational program especially for the requirements of the individual and the company, which is achieved through Field Visits, interviews and Placement Tests.

The seminars are private/individual or group.


Certificate of seminar attendance.

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