Telephone Etiquette Training

Telephone Etiquette Training

One of the most common ways our customers interface with employees is through the telephone. Make sure your employees' voices stand out like a polar bear's roar - clear, distinct and purposeful, ensuring that your reputation for service is always at its best. 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 & Answering Procedures

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

SECTION 2: Processing Incoming & Outgoing Calls

  • Placing Callers on Hold
  • Transferring Calls
  • Taking a Message
  • Making a Call

SECTION 3: Communication & Communication Barriers

  • What is a Skilled Communicator?
  • Asking Questions
  • Probing
  • Listening Skills
  • Barriers to Listening & Communication
  • Active Listening Skills

SECTION 4: The Phonetic Alphabet

SECTION 5: Elements of Customer Service

  • Quiz Time
  • Pebble Demonstration

SECTION 6: Identifying Customers and Competitors

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

SECTION 7: Identifying & Meeting Customer Needs

  • Understanding Needs and Expectations
  • Benefits of Meeting Customer Needs

SECTION 8: Attitude

  • Optimistic
  • Objective
  • Deliberate
  • Determined

SECTION 9: Forbidden Phrases & Soft Language Skills

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

SECTION 10: Dealing With Challenges

  • Daily Challenges
  • Solutions

SECTION 11: Dealing With Problem Customers

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

Course reference: TEL116

Duration: One Day (1 Day)

Time: 09h00 - 15h30

Type: On-site at your work premises, Open Course (public event)


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


Register for this training course

Enquire about this training course


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.



  • This course makes you aware of your behaviour - excellent practical examples, clear and concise.

    Amanda: Building Lasting Relationships

Our mission

'Empowering others to help themselves through training, education & motivation.'