Telephone Etiquette Training

Recommended for – Receptionists, Sales and customer service staff, Administration and Management, and any staff member who deals with customers over the telephone.
The knowledge is conveyed by means of interactive learning, dvd, group activity, discussion and role-play.

Courses can be industry designed and presented at the customers premises.

What do your callers really want?

The participants put themselves in the customers’ shoes and evaluate the importance of good telephone manners and the importance in delivering good customer service.

Customer perceptions

Discussion on why we lose business and why our customers go elsewhere. Usually, making a good first impression on the telephone will not be a problem, especially when you get pleasant callers. When they get their information they are appreciative. But there are other times when callers may not be quite so well mannered. How will you react?

Projecting a Professional Telephone image

Comparison on Face to Face contact versus telephone contact. When you talk to someone in a face to face setting, how much of the message do you think is conveyed by what you say – the words you use. Guess what happens when you’re on the telephone?
We will discover the ways to convey a “professional telephone image”

Tone of voice

Discussion on the importance of voice tone.
How do we make the caller believe we care about their situation through our voice?
We will address vocal quality – rate, pitch, volume, clarity and tone.

Using positive vocabulary

Rephrase blunt communication for better results.
Looking at emotional trigger words and expressions that can irritate the caller.
For example: – ‘I don’t know’, ‘we don’t’ ‘he’s not here’ ‘not my department’

Ten steps on handling incoming calls

Here we will demonstrate the most effective way in to answer our callers including how to greet them, transfer and hold calls. How do we handle multiple calls without panicking?
How do we question our caller and what are the barriers to effective listening?

Additional telephone techniques

Taking complete messages.
Telephone tag – how to avoid it.
Effectively dealing with dialects and accents on the telephone.

Dealing with difficult callers

Understanding customer types – ANGRY, SWEARER AND WAFFLER


The session consists of taped role-play. Here the participant role-plays the typical irate caller that they handle.


About Debaawy
Mohamed AL Debaawy is a Kuwait-based Egyptian national, with a wide exposure to Arabic and Non-Arabic cultures. He speaks Arabic and English – fluently. Result oriented with an influential approach to Learning & Development function. Have a clear contribution into HR & Service Line strategic plans by linking its strategic goals and objectives with the overall HR & Business Strategy which develop a competent and talented workforce; available at all times to feed into the existing operational and growing needs of the business.

One Response to Telephone Etiquette Training

  1. Of course this can be very useful whenever you want to get back your lost contact but only have phone number in record, or you just want to verify ownership of that number before
    making wrong call. Now, we can get up-to-date, truthful and useful information
    about the person behind a phone number with literally no
    waiting time.

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