This telephone reception training gives you the codes of professional reception. Over a full day, you discover the key phrases, the tone, the structure of the conversation and the active listening posture that make every call a positive experience for the caller. An indispensable skill for receptionists, administrative assistants, customer relations and any collaborator handling external calls.
Every call is a moment of truth for your company image
For profiles in customer relations and reception in French speaking Switzerland, the quality of telephone exchange directly affects the perception of the brand. The course relies on practical role plays: handling a complaint, transferring a call, taking a precise message, ending a long conversation. You walk away with a methodology and reflexes ready to use.
How goes a telephone cal
The rules of oral communication
The basic communication tools:
The identification of the needs and expectations of his interlocutor
Managing difficult situations:
Stress management – tips and tricks
Scenarios based on fictitious situations and / or experienced by the participants
In Swiss companies, the phone remains a major contact channel. A call answered with care, a precise message, a confident transfer: these everyday gestures forge brand image. This course offers structured methodology for those who want to professionalize their practice and gain confidence on every type of call.
An efficient reception relies on a few simple but rigorous codes: opening sentence, name verification, identification of the request, structured transfer. The course details these standards adapted to the Swiss context (multilingual, multicultural) and walks you through them in concrete exercises.
The voice is the only carrier on the phone. Tone, cadence, smile heard, articulation: these elements directly condition the experience of the caller. The course offers practical exercises to identify and improve your own vocal habits.
Annoyed caller, vague request, repeated complaint, unrecognized contact: every reception professional faces difficult calls. This course gives you a clear method to defuse, requalify and bring the conversation back to a constructive path.
Designed for receptionists, administrative assistants, switchboard operators, customer relations and any collaborator regularly handling external calls. No specific prerequisites needed.
At ITTA centers in Carouge and Le Flon, this course runs over one day with an expert instructor in a small group. Numerous role plays in conditions close to your daily reality.
Receptionists, administrative assistants, switchboard operators, customer relations agents, profiles in regular telephone relations. In Geneva and Lausanne, the course welcomes participants from banking, international organizations, public sector and SMEs. No specific prerequisite other than telephone reception responsibility.
You apply professional codes of successful telephone reception, adopt a clear and warm vocal posture, structure conversation by call type, manage difficult calls with calm and method, and take precise reliable messages. You leave with directly usable key phrases and a training plan to anchor durably.
A receptionist transforming a difficult call into constructive conversation through clear method. A switchboard operator taking a complex message without error and transmitting it usable. An assistant defusing an unhappy client without escalation. The course works these three situations in role play with immediate feedback.
This training combines well with non verbal communication for vocal posture, active listening (course 14552) for attention quality, and difficult conversation (course 14836) for sensitive calls. Many reception profiles enroll in one of these courses.
Telephone reception remains a major channel even in the digital era, and it often represents the first contact a client has with an organization. This reception quality directly weighs on brand perception, request resolution and client satisfaction. In Geneva and Lausanne, many organizations now invest in professionalizing this function, aware of its leverage effect.
In banking reception, you work on quick qualification of a sensitive request. In medical assistance, you work on welcoming a distressed caller with calm and orientation. In corporate reception, you work on filtering an aggressive call without escalation. The course adapts to your context with personalized trainer feedback on vocal posture and rhythm.
Many participants report visible improvement of their vocal posture and conversation structure from the first day of return, with lasting anchoring over four to six weeks of regular practice on their daily calls.
What types of calls are covered?
Generalist reception, transfer, message taking, complaint, information request, calls in foreign language. The course covers the diversity of professional situations.
Are role plays recorded?
Optionally and only with participant agreement. The recording allows constructive feedback on tone and cadence.
Does this course replace a sales training?
No, it focuses on inbound reception and administrative messaging. For outbound calls and prospecting, other courses are more suitable.
Is multilingualism addressed?
Yes, the Swiss multilingual context is integrated: how to handle a call in a language you do not master, how to transfer politely.
The Geneva and Lausanne reception context is largely multilingual, with calls in French, English, German and other languages frequent across organizations. The course briefly addresses multilingual reception specifics: when to switch language, how to politely decline a call in a non-mastered language, how to transfer with adequate context. These adaptations make the difference between a professional and a frustrated experience for the caller.
Does the course suit multilingual environments?
Yes, multilingual reception specifics are addressed, with techniques to handle language switches and respectful transfers.
How long before sustained improvement is visible?
Most participants report a noticeable shift in the first two weeks of return, with deeper anchoring after four to six weeks of regular practice on real calls.
Does the course integrate modern telephony tools?
Yes, contemporary tools (IP telephony, queues, smart transfers) are briefly addressed, but the course core remains the human posture.
Where do sessions take place?
ITTA has three centers in French speaking Switzerland: in Geneva (Carouge, Route des Jeunes 35), in Lausanne at the Flon (Rue des Cotes de Montbenon 16) and at Lausanne Mon-Repos (Avenue de Mon-repos 24). The training is also available in virtual classroom.
Are recordings used for self-review?
Optionally and only with participant agreement. Recordings allow precise feedback on tone, pace and vocal posture but never leave the room.
Monday to Friday
8:30 AM to 6:00 PM
Tel. 058 307 73 00
ITTA
Route des jeunes 35
1227 Carouge, Suisse
Monday to Friday, from 8:30 am to 06:00 pm.
