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Telephone Etiquette


Duration: 1 Day

Cost: R990 + VAT per delegate

Training Delivery: On Site, Off Site, Instructor Led, via Zoom, Online Correspondence

There are no unit standards for this course


Course Schedule

Telephone Etiquette & Answering Procedures
1. Clearing your mind & answering the telephone promptly
2. Being present with your caller
3. Preparing your phone voice
4. Offering your greeting
5. Being prepared before you respond

Processing Incoming & Outgoing Calls
1. Placing Callers on Hold
2. Transferring Calls
3. Taking Messages
4. Making Calls

Communication & Communication Barriers
1. What is a Skilled Communicator?
2. Asking Questions & Probing
3. Listening Skills
4. Barriers to Listening & Communication
5. Active Listening Skills

Identifying Customers and Competitors
1. Internal Customers vs External Customers
2. Identifying Competitors & the Competitive Edge

Identifying & Meeting Customer Needs
1. Understanding Needs and Expectations
2. Benefits of Meeting Customer Needs


Optimistic / Objective / Deliberate / Determined

Forbidden Phrases & Soft Language Skills

Dealing with Challenging Customers
1. Why they are your best customer
2. Steps to assist them effectively

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