Telephone Etiquette Training Course Outline

Customer Service Skills

Telephone Etiquette

1-Day Course l 100% HRDC Claimable

Course Introduction

The Telephone is probably the most widely used form of communication
within an organization has with its customers. Many a times, if forms the
first impression a customer has with the organization.

This Telephone Etiquette Workshop introduces the essential and
fundamental soft-skills elements associated with telephone skills and is
created for all employees in the organization to ensure the customer
receives a pleasant experience.

Learning Objectives

To understand the importance of professional telephone customer
service;
To develop fundamental key communication skills;
To understand the inbound call structure;
To learn to build rapport with customers;
To have a proper call opening and call closing;
To learn to transfer and place a customer on hold professionally;
To learn to avoid revealing crucial information within the organization.

Training Modules

Module 1: Telephone Etiquette

Module 2: The Inbound Telephone Call Structure

Module 3: Telephone Professionalism

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Target Audience

For Managers, Executives, Officers, Clerical.

Training Methodology

This course can be conducted Physically and Online.

Physical Training Methodology
Interactive and experiential — participants learn through group activities, role-plays, discussions and real workplace scenarios.
The trainer will provide live guidance and immediate feedback
to strengthen understanding and practical application.

Online Training Methodology
Engaging and structured — participants join live discussions, breakout rooms, polls and scenario-based activities. Clear visuals and guided facilitation ensure interactive learning and effective application from any location.

Customization

Your talents development comes first. That’s why we tailor every course outline to fit your goals and close any existing skill gaps.

Duration
Flexible learning options from half a day to a 3-day sessions (and beyond)

Content
100% customizable modules to match your organisation’s exact training needs

Methodology
Delivered in your preferred format, be it physical, online or a blended approach

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or Chat with us LIVE

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Customer Service Skills