Telephone Etiquette Workshop, 1 Day


Telephone etiquette workshop will teach you a professional manner of handling incoming and outgoing calls to customers, supplier, colleagues and other stakeholders in a business environment as these telephone skills either create a professional or mediocre impression of your organisation. The format of this Training above will be classroom training at the client’s premises.

The content to be covered during the Training will be as per below:

  • What is telephone etiquette
  • What are the benefits of mastering telephone etiquette
  • Handling mistakes
  • Building customer relationships:
    • Building rapport
    • Empathy
    • Ownership and accountability
  • Important components of a dialogue:
    • P – Pitch
    • I – Inflection
    • C – Courtesy
    • T – Tone
    • U – Understanding
    • R – Rate of speech
    • E – Enunciation
  • Handling angry callers
  • Probing skills:
    • Probing questions
    • Checking facts
  • Tips for telephone etiquette
    • Using non-verbal encouragement
    • Keyword repetition
    • Forbidden phrases
  • Telephone etiquette role plays

Download course outline here

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