Telephone Etiquette Training (Mini)

Telephone Etiquette Training (Mini)

Course Overview:

One of the most common ways our customers interface with employees is through the telephone. Therefore, having an understanding of telephone etiquette will make a large difference to your customers and your profits. Your reputation for service depends on how well your staff handle incoming and outgoing calls. 87% of the message your customers receive on the telephone is through the tonality of the voice they hear. Only 13% of the message they hear are the words used. 

Our “Telephone Etiquette” training helps your employees to develop and master the techniques that will enhance your company’s image.

Course Outline:

SECTION 1: Telephone Etiquette

  • Clear your mind
  • Answer telephone promptly
  • Be present with your caller
  • Prepare your phone voice
  • Offer your standard greeting
  • Be prepared before you respond
  • Making and ending a call

SECTION 2: Communication

  • What is a Skilled Communicator?
  • Asking Questions
  • Probing
  • Listening Skills

SECTION 3: The Phonetic Alphabet

SECTION 4: Elements of Customer Service

SECTION 5: Identifying Customers and Competitors

  • Internal Customers
  • External Customers
  • Identifying Competitors
  • The Competitive Edge

SECTION 6: Identifying & Meeting Customer Needs

  • Understanding Needs and Expectations
  • Benefits of Meeting Customer Needs

SECTION 7: Forbidden Phrases & Soft Language Skills

  • Overcoming the Forbidden Phrases
  • Converting Hard Language into Soft Language Skills

SECTION 8: Dealing With Problem Customers       

  • Step 1 - Listen
  • Step 2 - Empathise
  • Step 3 - Apologise
  • Step 4 - Problem-Solve

Course reference: TEL115

Duration: Half Day (½ Day)

Time: 09h00 - 15h30

Type: On-site at your work premises


Fact: 88% of your customers who stop using your services or products do so because of perceived employee indifference or rudeness.


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Training Methods: This workshop includes dynamic trainee/trainer interactions and discussions, written and oral exercises, role plays, case studies, reflection, quizzes and a workbook for each participant to take back to the workplace.


Target Audience: This workshop is designed for everyone who deals with customers on the telephone – call centre agents, customer service representatives, receptionists and all customer-facing staff.



  • There is no doubt that this workshop has everything you need in order to lead people and have great productivity at the same time.

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