Telephone etiquette

Talking with someone effectively on the phone truly is an art form. It is so much different from both talking to people online and in person. Good telephone etiquette is often the basis of an organization’s “first impression” with new clients, vendors, and potential clients. What you say (verbal communication) and how you say it (nonverbal communication) are critical because the caller cannot see your facial expression or body language- which carry a lot of information about your confidence, competence, and sincerity.

SkillsPlus Telephone Etiquette course provides practical call handling training, teaching participants’ telephone techniques and skills to confidently answer calls, as well as how to constructively respond to customer telephone enquiries and handle customer complaints.

What will you learn in this course?

• Learn how to satisfy customer’s expectations and provide exceptional service over the phone
• Understand the impact of professional telephone etiquette and communication on a company
• Know how to leave great first impression over the phone and apply the verbal handshake
• Master a professional, effective and confident telephone voice
• Establish the right words for unambiguous, positive & productive communication
• Learn techniques to efficiently respond to a customer call (internal and external calls)
• Know how to improve telephone image and etiquette: use phrases effectively for positive and clearer communication
• Successfully handle difficult customers and handle a customer’s concern or complaint, with empathy and understanding
• Avoid forbidden phrases with customers
• Learn tips for handling a busy receptio

Who is this course for?

Professionals who are constantly dealing with internal and external customers, receptionist, secretary, customer support staff who make and answer calls on behalf of their organisation, thereby acting as the first point of contact for their customers and suppliers.

Learning methodology

• Face to face or webinar
• Group discussions
• Individual and team activities
• Case studies & Practical activities
• Role plays
• Projects
• Video recording/play back
• Individual test & Individual action plans