Successful Phone Calls & Conversations - Top Tips for Support Staff

Introduction

Feeling nervous about picking up the phone in today’s text-driven world? You are not alone. With so much communication happening via email, WhatsApp, and social media, speaking to clients live can feel intimidating, but it doesn’t have to.

This practical webinar will guide you through every aspect of a successful phone call. From preparing effectively to handling tricky callers with confidence, you will discover how your voice, pace, and language shape client perceptions and how small techniques can make a big difference.

What You Will Learn

This webinar will cover the following:

• How your voice, pace and language shape client perception of your firm
• The 5Ps of a successful call: Prepare, Present, Probe, Process, Pause
• Top tips to build rapport and show you’re listening
• It’s not for me… How to take messages and transfer calls
• Things to watch for with challenging callers, and how to deal with them
• Keeping control of the call
• Compliance etiquette - being aware of GDPR when giving/requesting client information

This pre-recorded webinar will be available to view from Wednesday 14th January 2026

Alternatively, you can gain access to this webinar and 1,900+ others via the MBL Webinar Subscription. Please email webinarsubscription@mblseminars.com for more details.