CTG Academy

Call Handling

The Service Desk is the primary interface between the customer and the ICT department in a company. It is therefore conceived as the ‘ambassador’ for your organization’s ICT department. High customer satisfaction can only be achieved if the Service Desk provides professional support and so the quality of the call handling is of the utmost importance. This 1-day course does not only cover the basic concepts of call handling, but also focuses on special techniques that can make the difference between a satisfied and a delighted customer


Currently no (other) upcoming dates are planned for this course


Typical Audience

This course is intended for all people committed to professional customer service, particularly those working in a service desk environment.

Course Prerequisites

There are no prerequisites for this course.

Course Delivery

Our instructors are call handling experts with several years of multi-lingual service desk experience. The course consists of theory and guidelines, varied with practical exercises and role plays based on the broad experience of the instructors.

Course Venue

The course duration is 1 day.
This course can be given at the client’s site or at CTG.

Course Administration


€ 500,00/1 day. All prices are VAT excluded; course material, lunch and beverages are included.


By Participant: If a subscribed course participant is replaced by another participant or if the public course is postponed to a later date, no cancellation costs apply. A participant or a group that fails to attend, or that cancels a course without at least 15 working days written notice prior to the course start, is liable for the full subscription cost.
By CTG: CTG reserves the right to cancel a course at any time.

Course Logistics

All classroom courses begin promptly at 9:00 am and are scheduled until 5 pm.
All courses are organised at the CTG premises in Diegem (Belgium). All courses can be given at the client site and are available for groups as we ll. Please contact us if you wish further information. The standard language of each course is English.

* Prices subject to VAT

Course Outlines

  • General introduction
  • What is communication?
  • Telephone conversation:
    • The verbal handshake
    • Controlling the call
    • Closing the call
  • How to deal with customers?
  • Techniques for specific situations.

Meet our trainers

CTG's trainers are experts in their domain and bring the course content based on their experience. Meet some of our trainers below.

Trainings Done
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CTG Belgium NV

Culliganlaan 1D
phone: +32 2 720 51 70
fax: +32 2 725 09 20


Buffalo,New York
300 Corporate Parkway
Suite 214N
Amherst, NY 14226
phone: +1 716 882 8000
fax: +1 716 887 7464

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