Telephone Skills & Etiquette

Overview

The telephone is one of the most important communication tools between a company and its clients. Used correctly, it builds trust, efficiency, and professionalism; used poorly, it damages relationships and the company’s reputation.

This course develops practical telephone skills and professional etiquette to ensure every call leaves a positive impression.

Objectives

On completion of this course, delegates will be able to:

• Understand the importance of effective telephone communication.
• Apply professional call greetings as both caller and receiver.
• Project a positive image of the company during calls.
• Use appropriate and professional language during conversations.
• Speak with clarity, confidence, and an effective telephone voice.
• Take accurate and concise messages.
• Handle challenging or difficult calls with professionalism.
• Apply emotional intelligence techniques to remain calm and professional under pressure.
• Strengthen active listening and questioning skills to better meet customer needs.

Delivery Methods

The course is facilitated by an experienced subject matter trainer using a combination of:

• Interactive Discussions
• Role Plays & Case Studies
• Practical Exercises
• Videos & Slide Presentations
• Games & Group Activities
• Written Questions and Feedback

Who should attend?

This course is ideal for employees in roles requiring frequent telephone communication, including:

• Receptionists & Frontline Staff
• Switchboard Operators
• Call Centre Agents
• Client Services Representatives
• Debtors & Creditors Clerks
• Administrative and Support Staff across all departments

Includes:

• Comprehensive Training Manual
• Lunch & Refreshments (not applicable to on-site / online training)
• Electronic Certificate (on successful completion of the course)
• Electronic Delegate Feedback Questionnaire