Telephone Etiquette

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One of the most common ways our customers interface with employees is through the telephone. Therefore, having an understanding of telephone etiquette will make a large difference to your customers and your profits. Your reputation for service depends on how well your staffs handle incoming and outgoing calls. 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 organization’s image.


At the end of the training participants will be able to:

  • Provide effective client service over the phone
  • Project a professional image over the phone
  • Master a professional, effective & reassuring telephone voice
  • Manage irate customers professionally

Training Module:

  • Clear your mind
  • Answer telephone promptly
  • Offer your standard greeting
  • Be present with your caller
  • Prepare your phone voice
  • Be prepared before you respond
  • Placing Callers on Hold
  • Transferring Calls
  • Taking a Message
  • Building Rapport
  • Asking Questions
  • Probing
  • Listening Skills
  • Barriers to Listening & Communication
  • Active Listening Skills
  • Handling Difficult Customers


  • Case Study
  • Role-plays
  • Activity based learning
  • Games and Group activities