Telephone Etiquette Course


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 staff 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 company’s image.

This Course includes dynamic trainee/trainer interactions and discussions, written and oral exercises, voice recordings, case studies, reflection and quizzes .


5 Days

Target Audience

This workshop is designed for everyone who deals with customers on the telephone – call center agents, customer service representatives, receptionists and all customer-facing staff.


  •        Create a faster and more efficient service over the telephone
  •        Providing personal attention to every caller’s needs
  •        Calm irate callers, take proper messages, transfer and place callers on hold
  •        Handle sales call with confidence
  •        Show empathy with a customer regarding their needs & expectation
  •        Handle customer’s complaints over the phone more effectively
  •        Close the call with confidence
  •        Communicate effectively with people at all levels of the organization
  •        Deal professionally and decisively with a variety of “tough” everyday conflict situations that you may be called on to handle at work

Course Outline

  • SECTION 1: Telephone Etiquette & Answering Procedures
    1. Clear your mind
    2. Answer telephone promptly
    3. Be present with your caller
    4. Prepare your phone voice
    5. Offer your standard greeting
    6. Be prepared before you respond
  • SECTION 2: Processing Incoming & Outgoing Calls
    1. Placing Callers on Hold
    2. Transferring Calls
    3. Taking a Message
    4. Making a Call
  • SECTION 3: Communication & Communication Barriers
    1. What is a Skilled Communicator?
    2. Asking Questions
    3. Probing
    4. Listening Skills
    5. Barriers to Listening & Communication
    6. Active Listening Skills
  • SECTION 4: The Phonetic Alphabet
  • SECTION 5: Elements of Customer Service
  • SECTION 6: Identifying Customers and Competitors
    1. Internal Customers
    2. External Customers
    3. Identifying Competitors
    4. The Competitive Edge
  • SECTION 7: Identifying & Meeting Customer Needs
    1. Understanding Needs and Expectations
    2. Benefits of Meeting Customer Needs
  • SECTION 8: Attitude
    1. Optimistic
    2. Objective
    3. Deliberate
    4. Determined
  • SECTION 9: Forbidden Phrases & Soft Language Skills
  • SECTION 10: Dealing With Challenges
  • SECTION 11: Dealing With Problem Customers
    Step 1 - Listen
    Step 2 - Empathise
    Step 3 - Apologise
    Step 4 - Problem-Solve

Enroll for this Course

We are proud to offer this course in a variety of training formats to suit your needs.


Enroll for a Face-to-Face (In-Person) Class

We use the highest quality learning facilities to make sure your experience is as comfortable as possible.

Register Here

Enroll for a Virtual (Zoom) Class

Join a scheduled class with a live instructor and other delegates.

Register Here

Enroll for an Online Self-Paced Class

Keep track of your own progression throughout your course and ensure continuous improvement.

Register Here

Benefits of Taking a Course at IRES


Our courses are carefully curated to keep you abreast of latest industry trends, technological advancements, and best practices. We employ a variety of teaching methodologies, including hands-on workshops, case studies, and interactive sessions, all aimed at fostering an engaging and effective learning environment. Our expert instructors bring a wealth of knowledge and real-world experience, providing our clients with insights that can be immediately applied in their professional lives.


Our courses serve as a vibrant platform for professionals to connect and engage with a diverse community of peers, industry leaders, and experts. By participating in our programs, you gain access to an invaluable network that spans across various sectors and geographical boundaries. This networking aspect is not just about forming professional relationships; it's about creating a supportive ecosystem where ideas, opportunities, and collaborations can flourish.


Our courses are designed to challenge and inspire professionals to step out of their comfort zones and explore new horizons. Through a combination of theoretical knowledge and practical application, our programs help professionals refine their existing skills and acquire new ones, making them more versatile and competitive.

FAQs & Course Administration Details:

This training can also be customized to suit the needs of your institution upon request. You can have it delivered in our IRES Training Centre or at a convenient location. For further inquiries, please contact us on Phone: +254 715 077 817 or Email: [email protected].
The instructor led trainings are delivered using a blended learning approach and comprise of presentations, guided sessions of practical exercise, web-based tutorials and group work. Our facilitators are seasoned industry experts with years of experience, working as professional and trainers in these fields. All facilitation and course materials will be offered in English. The participants should be reasonably proficient in English.
Upon successful completion of this training, participants will be issued with an Indepth Research Institute (IRES) certificate certified by the National Industrial Training Authority (NITA).
Payment should be transferred to IRES account through bank on or before start of the course. Send proof of payment to [email protected].
Accommodation and airport pickup are arranged upon request. For reservations contact the Training Officer. Email: [email protected] Phone: +254 715 077 817.