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  • Business Skills Training

    project_managementInterSource offers live instructor-led courses on all important operations-related skills, including Communications, Customer Service, Human Resources, Marketing, Team Building and Writing

    These live classes are offered via a Web interface.

  • About Business Skills

    Business Skills relate to communication used to promote a product, service, or organization; relay information within the business; or deal with legal and similar issues. It is also a means of relying between a supply chain, for example the consumer and manufacturer.

    Business Communication is known simply as "Communications." It encompasses a variety of topics, including Marketing, Branding, Customer relations, Consumer behaviour, Advertising,

    Public relations, Corporate communication, Community engagement, Research & Measurement, Reputation management, Interpersonal communication, Employee engagement, Online communication, and Event management. It is closely related to the fields of professional communication and technical communication.

    In business, the term communications encompasses various channels of communication, including the Internet, Print (Publications), Radio, Television, Ambient media, Outdoor, and Word of mouth.

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  • Course Details Business Skills

    Classes are offered via a live web conference. For detailed course outlines and scheduled classes, please see below.

    Online classes are never cancelled due to low enrollment. The instructors who teach our online classes are no less than outstanding, and each has years of practical and training experience.

    InterSource clients are active globally. Live web courses are priced in US dollars, and run during Eastern Standard Time (New York) business hours. We also run live web conference classes during European business hours, which can be invoiced in local currencies. For further information please contact us on +41 (22) 958 0114.

Customer Service over the Telephone

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Course duration

  • 1 Days

Course Outline

This customer service training class teaches telephone courtesy and service. In this class, students will learn to provide high quality customer service over the telephone by improving their listening and questioning skills to clarify customer needs. Students will learn to create action plans to improve their customer service telephone skills so that they can provide excellent customer service and fulfill their customers' needs.

  • Learn to provide excellent customer service over the telephone.
  • Learn how to greet customers.
  • Learn to identify and fulfill customers' needs.
  • Learn how to master voice inflection.
  • Learn how to listen effectively.
  • Learn to manage objections.
  • Learn the art of negotiating.
  • Learn to ask questions.
  • Learn to deliver bad news.
  • Learn to manage customer perceptions.
  1. Quality Customer Service
    1. Show That You Care
  2. Proper Telephone Skills
    1. Skill Overview
    2. Handling the Telephone
    3. Mastering Voice Inflection
    4. Using Your Best Voice
    5. Addressing the Caller
    6. Answering the Telephone
    7. Effective Listening
    8. Managing Objections
    9. Learning the Art of Negotiating
    10. Asking Questions
    11. Making the Outbound Service Call
    12. Delivering Bad News
    13. Exercise: Managing Different Callers
    14. Exercise: Recognizing Caller Behavior
    15. Managing Telephone Messages
    16. Exercise: Customer Perceptions
    17. Managing Technology
    18. Closing the Conversation
  3. Understanding Customer Needs
    1. What Your Customer Wants
    2. Assess Your Skills and Attitudes
  4. Managing the Customer's Perception
    1. Exercise: Your Perception
    2. Exercise: The Customer's Perception
    3. Your Action Plan for Better Service

InterSource Geneva, a premier Information Technology training firm, offers over 400 different courses on server, database and programming technologies, as well as end-user classes for the most popular office, graphics and design applications. We serve clients in Switzerland (Geneva, Lausanne, Bern, Basel, Zurich) and throughout Europe (France, Germany, Austria, Finland, Sweden, England, Netherlands, Spain, etc.).


InterSource offers custom, private courses at client sites, standard public courses in our Geneva classroom, and online training via live Web conference. Training is offered in English and many other languages (Francais, Deutsch, Espanol, Italiano.)


For an overall view of our offerings, please visit us at www.intersource.ch.