• Telephone Etiquette


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Includes: Digital Course Material, 4 hours of One-on-One Live Zoom Training with a Programme Facilitator (can be split into 2 x 2 hour sessions)

Target Audience: All front line personnel

Learning Outcomes:

  • Apply Tele-etiquette skills that make a real difference to any telephonic conversation with a client
  • Employing effective telephone etiquette
  • Leverage off your vocal quality that ‘purrrrs’
  • Answering the telephone according to organisational standards – greeting with ‘gusto’
  • Using the telephone effectively in a business environment
  • Taking accurate messages and relaying effectively and timeously to the recipient
  • Transferring the calls and keeping the client informed of delays
  • Assisting customers with requests
  • Improving communication skills, questioning and listening techniques
  • Dealing with difficult callers
  • Closing the call – with commitment

Learning and Assessment Methodology:

  • Pre-reading material
  • Self Assessments
  • Group discussions
  • Case Studies
  • Simulations
  • Roleplays
  • Action planning sheet
  • Learning Diary
  • Post Module: Telephone ‘mystery’ caller against checklist

Additional information

Number of Attendees

Individual, Group of 15, Group of 30