Telephone Etiquette


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There will be many times when you never meet the customer in person, therefore it is essential that each employee answering the phone is able to sell or portray their personality quickly and effectively over the phone. The telephone is the most used tool in the work environment and how this tool is used is vital to customer service. Telephone Etiquette will show you how to make the telephone your business partner.


  • Learn how to create the right impression of yourself and your company
  • Present a positive and lasting image while dealing with customers over the telephone
  • Understand and appreciate what it feels like to be on the other end of poor, good and excellent customer service
  • Identify the challenges of communicating by phone and how to overcome them
  • Learn how to develop a rapport with callers
  • Identify the best practices and telephone 'etiquette' when answering, holding or transferring calls
  • Learn how to manage difficult and aggressive customers and resolve problems successfully

Course Content

Below is an example of the course content. The content can be ‘tailored’ to meet the exact requirements of the client.

Day One
Creating a professional image over the telephone
  • How customers form impressions
  • Key stages of the call
  • Using the correct language
  • Tuning into your caller
Controlling the telephone process confidently
  • Handling telephone calls
  • Beginning the call
  • Announcing yourself
  • Building rapport
  • Dealing with enquiries
  • Structuring Messages
  • Closing
Company Standards and Procedures
  • Identifying standards for:
    • Answering internal calls
    • Answering external calls
    • Transferring calls
    • Putting callers on hold
Dealing different callers
  • Rude and angry customers
  • Talkative
  • Hard to understand
Day Two
Handling complaints
  • Benefits of complaints
  • Welcoming objections
  • Identifying causes
  • Preventing complaints
Telephone Mechanics
  • Knowing the machinery
  • Handling callers from someone else’s office
  • Using the resources around you
Communication skills
  • The principles of communication
  • Active listening skills
  • Effective questioning techniques
  • The 7C’s of communication
  • Barriers to communication


The foundation of our training is anchored in activity-based experiential learning. This methodology takes into consideration different learning and communication styles, and more importantly language and cultural differences. It is through active participation that the adoption and application of theory is expedited.

Our training team pays careful attention to planning and designing effective instructional methods essential for the transfer of knowledge. It is the creative skill of our management trainers and consultants that reveal untapped skills of the delegates through:

  • Group discussion
  • Individual and syndicate activities
  • Individual and group tasks
  • Case studies
  • Role plays
  • Audio and video evaluation
  • Action planning
  • Experiential learning games
  • Presentations
  • Assessments
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03 Oct 2021 - 04 Oct 2021


9:00 am - 3:00 pm


Abu Dhabi


Abu Dhabi
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