Course Overview

Customer engagement via telephone conversations is a lasting business essential, and AverNoble offers a tailored course to empower telephone support teams with the skills to excel in this domain. The course delves into effective listening and communication, highlighting the sales and customer service aspects inherent in every phone interaction. Through this dynamic and hands-on training, participants will gain the expertise needed to maximize their telephone-based work and create a positive impact on customer engagement.


Course Modules

  • What’s Missing?
  • Verbal Communication Techniques
  • Who Are Your Customers?
  • Active Listening Skills
  • Asking the Right Questions 
  • Saying No
  • Going Above and Beyond
  • Tips for Challenging Callers
  • Managing Stress
  • Action Plans


Learning Objectives

  • Understand the nuances of body language and verbal skills, which are so important in conversations that do not have a face-to-face element
  • Learn aspects of verbal communication such as tone, cadence, and pitch
  • Demonstrate an understanding of questioning and listening skills
  • Acquire comfort with delivering bad news and saying no
  • Learn effective ways to negotiate
  • Understand the importance of creating and delivering meaningful messages
  • Use tools to facilitate communication
  • Realise the value of personalizing interactions and developing relationships
  • Practice vocal techniques that enhance speech and communication ability
  • Personalise techniques for managing stress

Course Methodology

methodology-1.png Interactive Online Learning (using Quizzes, White Board, etc.)
methodology-2.png Role-Plays
methodology-3.png Storytelling
methodology-4.png Mini-Lectures
methodology-5.png Practical Works
methodology-6.png Video Based Learning
methodology-7.png Group Activities, Discussion & Presentation
methodology-8.png Mini Projects
methodology-9.png Problem-Based Learning (PBL)
methodology-10.png Demo
methodology-11.png Recap Sessions
methodology-12.png Ice Breaking / Games
methodology-13.png Pre-Assessment & Post-Assessment


The exercises and activities incorporate “FUN” elements are thoughtfully selected to best suit the general corporate culture. Our expert trainer will ensure the exercises used are highly applicable to your industry in order to enable participants to apply the knowledge, skills and behaviour which they have obtained through this learning session. 

Who Should Attend

This course is designed for New Hires, Executives, Managers and identified individuals in the organisation, integral to the business objectives and targets.


Course Duration

Two (2) Days

Important Note: Course Outline and Duration can be customised according to client's requirements

Things you would like to highlight or CTA

Elevate your customer engagement game and make every conversation count with our comprehensive training. Join our course today to hone your telephone-based communication skills, whether you're a support agent or a sales professional. Learn the art of active listening, effective communication, and mastering the subtle balance between sales and service. This is your opportunity to transform each phone call into a meaningful and impactful interaction. Don't miss out on this chance to excel in professional customer engagement via telephone conversation; enroll now and unlock your full potential!

Connecting Voices, Building Relationships: Professional Customer Engagement through Telephone Conversations with AverNoble.
Professional Customer Engagement – via Telephone Conversation

2 Days

HRD Corp Claimable

HRD Corp Claimable

Our Commitment & Guarantee For Our Clients

Our Mission

Helping individuals realise their full potential.

Our Way

Creative, engaging and energising workshops and corporate coaching.

Our Why

Everything we do revolves around making others more successful and fulfilled in their roles.

Our Support

We provide 6 months support via email for those attended our courses.

Our Promise

Individuals leave our sessions better equipped to tackle tasks and challenges.

AVERNOBLE, offer world-class Courses and Consultancy that help our clients achieve optimal results.

Take the First Step, Enquire Today

This question is for testing whether or not you are a human visitor and to prevent automated spam submissions.

What’s new at AverNoble 

Get the latest news about professional development and business consultancy