Elseaz.cz > Education > Trainings and courses > Communication with customers via phone

Communication with customers via phone

Employees of the customer care department, back office, help desk or however we call it, have a seemingly very easy position. They receive incoming calls from existing or potential clients and talk to them. People who call in are in different mindsets and have different knowledge about which service they need and/or can be provided. Some clients call, because they have a complaint about bad service, others have additional questions about our products, others want a discount and others have other requirements, which are impossible to fulfill. Very rarely does a client call in to thank us for perfect service or advice.

Employees of customer service have to be very professional and focused from the very first second they pick up the phone. They have to orient themselves very quickly in what is going on in this phone call and they have to “tune in to the client’s wavelength” immediately. They have to calm down the upset client; and to explain to the unsatisfied client what the core of the problem is. They have to do whatever it takes to ensure that the client is, at the end of the phone call, satisfied and continues buying our products.

The course is focused on understanding and practicing key aspects of phone calls with a client.


  • To realize the difference between dealing with clients via phone and face to face.
  • To increase our professional impact, to become aware of what can support our professional image.
  • To understand how emotions can influence communication.
  • To consciously use “tools” which help to create a friendly atmosphere.
  • To practice model situations.


  • What professionalism is
  • The difference between personal contact and contact via phone
  • Using voice
  • Opening a phone call – professional introduction
  • Importance of empathy
  • Filters in communication
  • Creation of a positive first impression
  • Principles for leading a dialog
  • Asking questions, types of questions
  • Understanding client’s needs
  • Explanation of less pleasant information with leaving out irrelevant information
  • Negative and positive formulations, diplomatic formulations
  • Concise, clear and friendly expression of information
  • How stress can influence our communication, how to overcome it
  • Process of solving objections and complaints
  • Closing a phone call


  • Program is run in an interactive way.
  • The important part is practicing model situations.
  • Some exercises are recorded and later on analyzed in order to improve communication.


Public course length:
1 day
Course for company length:
1 day - 2 days

Tailored course

We can also offer you this course tailored individually to your needs.

Contact us on info@elseaz.cz or +420 283 850 416.

Nearest public courses:

Communication with customers via phone
21.4.2020 (Tuesday) 1 day of training | Price: 5 800 CZK


We will gladly answer any questions you may have regarding this product.
You can use the on-line form or call us at +420 283 850 416

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