Training: Good practices for a successful telephone reception

Not certifying


Answering a call from an annoyed, threatening, or angry customer can be a daunting task. How to manage your aggressiveness ? How to calm him down and act on his request?
This training will allow you to acquire the tools and the confidence necessary so that each customer phone conversation is a moment of constructive, solution-oriented discussions.

Participant profiles

  • Call center employees
  • Support technicians
  • Anyone else who needs to answer the phone


  • Conducting and manage phone conversation
  • Improve their oral expression in order to gain confidence in the face of their interlocutor
  • Develop their assertiveness in order to better respond to requests
  • Handle difficult situations


  • No prerequisites

Course content

How goes a telephone cal
The rules of oral communication
The basic communication tools:

  • questioning
  • reformulation
  • active listening
  • non-violent communication

The identification of the needs and expectations of his interlocutor
Managing difficult situations:

  • calls that drag on
  • the aggressiveness of his interlocutor
  • complaints and claims

Stress management – tips and tricks
Scenarios based on fictitious situations and / or experienced by the participants


  • Digital courseware included

Complementary courses

Temptraining funding

ITTA is a partner of Temptraining, the continuing education fund for temporary workers. This training fund can subsidize continuing education for anyone who works for an employer subject to the Collective Work Agreement (CCT) Rental of services.
Prix de l'inscription
CHF 1'300.-
Inclus dans ce cours
  • Training provided by a domain expert
  • Customized situational activities tailored to your challenges
  • Digital documentation and support materials
  • Achievement badge

jeu19Oct(Oct 19)09:00ven20(Oct 20)17:00VirtuelVirtual Etiquettes de sessionCOM-TELE

jeu19Oct(Oct 19)09:00ven20(Oct 20)17:00Genève, Route des Jeunes 33B, 1227 Carouge Etiquettes de sessionCOM-TELE

jeu23Nov(Nov 23)09:00ven24(Nov 24)17:00VirtuelVirtual Etiquettes de sessionCOM-TELE

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jeu28Déc(Déc 28)09:00ven29(Déc 29)17:00Genève, Route des Jeunes 33B, 1227 Carouge Etiquettes de sessionCOM-TELE

Horaires d’ouverture

Du lundi au vendredi, de 8:30 à 18:00.


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Opening hours

Monday to Friday, from 8:30 am to 06:00 pm.

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