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Seb Anthony

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Customer Services/care


Hi Folks,

I thought i would ask you fine people for your help as its a subject that most if not every compnay will have some sort of training on, Can i ask for any ideas, handouts or excerises that may helpme train in a call centre enviroment

Bernie Hennigan

8 Responses

  1. Call Centre Training
    The following is a checklist based on what we would normally cover.It should give you some structure and indicative content.

    Verbal and Non Verbal Communication-Telephone “body language”
    Active Listening
    Powerful Questioning Skills-Open/Closed and then to door openers/clarifiers/referrals
    Assertive Communication
    Assertiveness Techniques
    Managing the phone call
    Problem Calls – hoax/anger/impatience/vague/threats/

    Good luck


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  2. Customer Service training

    We have many useful training materials that would be useful in customer service training. Please visit our website at

    You will find a wide selection of free training resources and also several Customer Service based training course materials that will help you.

  3. Customer Service / Workforce Stability
    Stability helps customer service training initiatives to succeed. Good health and safety practices reduce sickness absence, which has a positive knock-on effect on stability. The contact centre specific DSE training and assessment module that you can see at Inside Track Media has just been given a major update.

    Food for thought on the stability / performance linkage among the news articles there.

    Best wishes

    Max Klein

  4. Still a little more help needed !
    Im still struggling a bit, i will include the 3 main communication types and rapport , who are our customers and what their current preceptions are off us? but thats where im stuck ! dont know how to fill the rest? i didnt think it would be this hard to be honest!

  5. Get your learners to help
    How about giving each of your learners a bogus reason to contact the call centre, then get them to record what they think you could and should do differently? This is a fairly empowering approach.

  6. Create the Wow factor
    Hi Bernie
    Bit late on this one but must say that our customers find the recording of role-plays to be so beneficial – it helps to identify learning gaps when they hear their recordings, and it is as near to real as it can possibly be. Practice makes perfect. Working in a safe training environment means you don’t make mistakes with real customers. No denial either! Find more details on our website or call and we can guide you to the right kit. All the best. Mandy


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