Telephone Etiquette Master Class

Workshop dates:

Johannesburg: 14-15 May 2018
Pretoria:   23-24 April 2018
Durbanville, Cape Town: 12-13 April 2018
Durban North: 5-6 April 2018
Port Elizabeth: 22-23 March 2018

Course fee:

Course fee:  R4,500.00 (R5,130.00 incl. VAT) per delegate.

In-House Training sessions:  available on request – send an e-mail with specifications to


The aim of this two-day workshop is to equip delegates in customer related positions to be more productive and professional in the workplace and in dealing with your existing and potential customers as they can make or break the professional image you would like to project to current or potential customers.

Customers demand more and more from support staff every day and they are required to make decisions, solve problems, handle difficult customers and communicate with professionals at all levels. This 2-day interactive course will help prepare them for any and all new demands thrown their way.

The workshop will teach delegates all the skills they need to communicate positively and professionally with both internal and external customers via telephone and / or e-mail. Participants will learn e-mail structure and etiquette and will leave the workshop able to create e-mail messages that are positive, professional, clear, and concise.

Who should attend?

  • Customer service representatives
  • Receptionists and Frontline staff
  • Call centre agents
  • Everyone in your organisation who deals with customers, whether internal or external
  • Debt collectors
  • Office support staff

Effective E-mail communication:

Are your employees able to communicate effectively in writing? Your frontline staff are the face of your company, so when they are composing e-mail responses, you want the communication to be professional and create a positive customer experience.

Customers today demand world-class service.

Customers will reward companies that provide world-class service by remaining loyal and they will take their business elsewhere if service is mediocre. Every single employee in your company who deals with customers contributes to the image of your company and they are the face and voice of your company. Organisations realise the value front-line employees bring to provide world-class customer service.


– Employ effective telephone etiquette
– Answer telephone according to organisational standards
– Answer ad process incoming calls according to organisational standards
– Process outgoing calls in accordance with organisational requirements
– Communicate and interact efficiently and professionally with all customers at all times
– Improve listening skills to have better and improved communication skills with customers at all levels
– Answer the telephone professionally, clearly and politely
– Efficient transferring of calls and correct way of putting people on hold
– Skills of effective message-taking
– Dealing with difficult customers
– Improved confidence
– The importance of gaining trust and to have integrity
– The ability to provide excellent customer service every time
– Portray a polite and friendly image with more confidence and body language
– Distinguish between Personal vs. Professional Image
– The importance to have a professional dress code even if customers never even see or meet you



The ten commandments of great customer service

Telephone Etiquette and Answering Procedures

  • Concentrate and clear your mind
  • Answer telephone promptly
  • Prepare your phone voice
  • Be present with your caller
  • Always offer your standard greeting
  • Think before speaking

Telephone Skills and the impact of professionalism

– The importance of answering all calls in a professional manner
– The impact it has on the company’s image
– Understanding the different communication styles
– Elements of speech such as pronunciation, emphasis, pitch of voice, pause etc.

Ethics, Trust and Integrity

– What if no-one trusts you?
– What is integrity and why is it important?
– The Four Agreements
– Business cards

Professional Image: Personal vs. Professional Life

– Punctuality
– Attitude
– Guidelines for professional dress code, styles and accessories
– Building professional relationships

Rules of Communication

– What to know about telephone communication
– Applying good listening skills
– Building customer loyalty
– Techniques to communicate successfully with the caller
– Telephone time management in order to increase productivity
– Verbal and non-verbal communication
– Communication Barriers and confidentiality

Telephone Etiquette

– Good telephone manners
– Do’s and dont’s of transferring calls and putting people on hold

Professional handling of Incoming and Outgoing Telephone Calls

– Effective questioning techniques
– Find out what the caller really needs
– Excellent listening skills and building rapport
– Maintaining a positive image and impression of your company

Message-taking principles

– Accurate and effective message-taking
– Importance of correct message-taking and following up

Processing Incoming calls

– Placing callers on hold and regularly reporting back

– Transferring Calls

– Screening Calls in terms of policy

– Taking an accurate message 

Processing Outgoing Calls

– Preparing yourself and to be accurate

– Making the call

– Leaving a message 

Customer Service

– Dealing with internal customers

– Dealing with external customers

– Identifying competitors

– The competitive edge 

Identifying & Meeting Customer Needs
Attitude & Listening Skills

Forbidden Phrases & Soft Language Skills

Dealing with Problem Customers 

The Phonetic Alphabet


Customers and why we need to keep them

Customer Focus

– Portraying a polite and friendly image
– Needs and benefits of customer service: internal and external customers
– Cultivating a service attitude
– Assisting customers with requests

Dealing with Difficult Customers

– How to handle difficult customers successfully
– Delivering and receiving constructive feedback

Defining Business Etiquette

– Definition of etiquette and workplace guidelines

Business Introductions

– Titles and Seniority

Etiquette in business

– Impeccable behaviour
– Are you an ambassador for your company?
– Respect
– Know your company’s products and services

Different Forms of Address

– Know the rules

Guidelines on gifts

– Exchanging of gifts
– Gift Policy Guidelines

Conversations at work

– Gossiping and what impact it has on your personal branding
– Sensitive topics to avoid

 Messengers, Drivers & Courier Drivers
Single: R4,000.00 (R4,560.00 incl. VAT) Read More
Office Cleaning & Tea Assistants Programme
Single: R4,000.00 (R4,560.00 incl. VAT) Read More
Social Media

Single: R3,850.00 (R4,389.00 incl. VAT)

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 Guide to Imports & Exports

Single:  (3 days): R8,500.00 (R9,690.00 incl. VAT)

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