We provide bespoke, onsite training for clients across a wide range of industry sectors. Listed below are some examples of the types of programme we have delivered:

(Click on the title for summary details)

  • Professional Telephone Etiquette
  • Customer Care by Telephone
  • Advanced Telephone Skills
  • Maximising Customer Experience by Telephone
  • Handling Complaints by Telephone
  • Responding Confidently to Challenging Customer Requests / Demands
  • Professional Etiquette for Outbound Calling
  • Up-selling on Inbound Calls
  • Promoting the Proposition (inbound service calls)
  • Remote Web Navigation by Telephone


Listed below are some examples of the types of training we have provided for Managers / Trainers working within the telephone sector.

(Click on the title for summary details)

  • Quality Call Assessment (service based calls)
  • Delivering Feedback on Call Quality
  • The Creation & Implementation of Telephone Standards
  • Presentation Skills for Team Manager / Trainers
  • Train the Trainer for Telephone Centre Staff

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Opinion & Advice

Helpful Hints

‘Thank you for the excellent training programme you organised and ran for the Home Office Personnel Helpdesk. You invested time to identify our needs without the usual hard sell and were prepared to meet our requirements at such short notice. We learned many new tips to put into our helpdesk operation. 10 out of 10 for preparation and presentation.’

Personnel Manager, Home Office',