Telephone Skills & Etiquette

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!

Course Outline

This course consists of 3 modules
Module 1Telephone Etiquette & Mannerism
Communication Skills
Elements of Communication
The Voice
Module 2Receiving a Call (Answering)
Making a Call
Taking a Message
Screening Calls
Transferring Calls
Special Equipment
Module 3The Top 10 Do’s
The Top 10 Don’ts
The Five Forbidden Phrases
Irate Callers
The Complaint Call
Phonetic Alphabet
Telephone Selling

Telephone Skills & Etiquette

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



1 Day


R1 595,00 (excl. VAT)


  • 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
Download Course Information

Telephone Skills & Etiquette

Course Schedule

View the available course dates