Telephone Skills & Etiquette

The telephone is a vital tool of communication between a company and a client. The course objective is to develop practical telephone skills and to improve communication.
Properly used – the phone is a friend, badly used – it becomes the enemy!

Duration: 1 Day
Who should attend? Every one who deals with customers on a telephone:
Frontline, Switchboard, Call Centre, Client Services, Admin, Debtors, Creditors, all Departments.
Course Prerequisite: None

Course Outline

  • Telephone Etiquette & Mannerism
  • Communication Skills
  • Elements of Communication
  • The Voice
  • Listening
  • Receiving a Call (Answering)
  • Making a Call
  • Taking a Message
  • Screening Calls
  • Transferring Calls
  • Special Equipment
  • The Top 10 Do’s
  • The Top 10 Don’ts
  • The Five Forbidden Phrases
  • Irate Callers
  • The Complaint Call
  • Phonetic Alphabet
  • Telephone Selling
  • Comprehensive Manual
  • Lunch & Refreshments (not applicable to on-site training)
  • Electronic Certificate (on successful completion of the course)
  • Electronic Trainer Feedback Report
  • Electronic Delegate Feedback Questionnaire

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Course Schedule

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