• 2-DAY LIVE PROGRAMME

Customer Care & Telephone Etiquette

Build confidence in customer conversations, communicate professionally by phone and handle challenging interactions with empathy and control.

Professional service in every call

  • Customer care excellence and customer experience
  • Professional telephone communication skills
  • Active listening and customer engagement
  • Telephone etiquette and difficult conversations
  • Follow-up procedures and continuous improvement

2 Days

Instructor-led live programme

3 Routes

E-Learner, In-person or online live 

US$700

Online E-Learner, excluding VAT

US$1,695

Online live, excluding VAT


US$1,995

In-person, excluding VAT

WHY THIS COURSE?

Create confident, professional and customer-focused phone interactions

This practical programme helps customer-facing professionals communicate clearly, listen actively, resolve concerns and follow up effectively.
  • Build confidence in handling customer interactions over the phone.
  • Learn practical techniques for delivering exceptional customer service.
  • Master professional telephone etiquette that creates positive customer experiences.
  • Improve active listening and communication skills to resolve issues effectively.
PROGRAMME OBJECTIVES

What participants will be able to do

  • Understand the importance of exceptional customer care in business success.
  • Communicate professionally and confidently over the telephone.
  • Develop active listening skills to identify customer needs accurately.
  • Handle difficult calls with professionalism, empathy and confidence.
  • Apply effective follow-up and documentation practices to enhance customer satisfaction.
Flexible learning pathways

Choose the delivery format that fits your schedule

1

E-Learner Delivery

Live online learning combined with a focused discussion and assessment session delivered either in person or online.
US$700 excl. VAT
2

Online Live

A 3-day instructor-led virtual programme with real-time interaction, service scenarios, group discussion, Q&A and facilitator feedback.
US$1,695excl. VAT
3

In-Person Live Programme

Face-to-face delivery ideal for service scenarios, complaint-handling practice, group activities and immediate facilitator feedback.
US$1,995excl. VAT

E-LEARNER COURSES
Prefer to learn at your own pace?

Explore the self-paced eLearner version of this course and study when it suits you.
Course structure

Your 2-day customer service programme

The programme moves from customer care foundations and telephone communication to difficult conversations, follow-up and service improvement.
Day 1
Customer Care Foundations & Telephone Communication
Explore the importance of customer care, understand customer expectations, and develop professional telephone communication and active listening skills.
Day 2
Telephone Etiquette & Customer Service Excellence
Learn professional telephone etiquette, manage challenging customer interactions confidently, and apply effective follow-up, documentation and after-call procedures.
Flexible live delivery

Practical learning for busy customer-facing professionals

Online Live Option
Length: 2 days, instructor-led live
US$1,695 excl. VAT
Attend a 2-day interactive live virtual programme from anywhere.
  • Live instruction and real-time interaction
  • Service scenarios and practical exercises
  • Group discussions and collaborative activities
  • Q&A sessions and facilitator feedback
  • Digital course materials, templates and job aids
In-Person Live Programme
Length: 2 days, instructor-led live
US$1,995 excl. VAT
In-person programme 
  • Live instruction and real-time interaction
  • Service scenarios and practical exercises
  • Group discussions and collaborative activities
  • Q&A sessions and facilitator feedback
  • Course materials, templates and job aids
Early bird and corporate group pricing is available on request.
Included resources

Practical resources for better customer conversations

Participants receive a complete suite of materials to reinforce telephone etiquette, active listening and service follow-up.
01 Interactive course content
02 Detailed course outline
03 Comprehensive learning outcomes
04 Insightful quizzes or assessments
05 Case Studies
Who should attend?

Designed for professionals who communicate with customers by phone

Customer service representatives
For frontline staff who need a consistent and professional approach to customer conversations.
Receptionists and front desk professionals
For employees responsible for first impressions, enquiries and routing customer requests.
Call centre agents and customer support teams
For professionals handling high volumes of enquiries, complaints and follow-up conversations.
Sales and administrative professionals
For employees who regularly communicate with customers by phone and want greater confidence and consistency.

Frequently asked questions

Everything you need to know before booking

How long is the programme?
The programme runs over 2 days. The online live option is delivered as a 2-day instructor-led virtual programme. The hybrid route includes live training plus a 1-hour discussion and assessment.
What are the delivery options?
You can choose an in-person live programme, a fully online live programme or a hybrid pathway with online learning and an in-person or online discussion and assessment session.
How much does the programme cost?
Online Live is US$1,695 excluding VAT. In-Person is US$1,995 excluding VAT.  Early bird and corporate group pricing is available on request.
Will participants receive a certificate?
Participants completing the hybrid requirements receive a Certificate of Completion when all programme requirements are met.
Can NKO Training deliver this programme for a corporate service team?
Yes. Team bookings and tailored corporate arrangements can be discussed directly with NKO Training.
Ready to improve customer conversations?

Register your interest or discuss a team booking.

Speak with NKO Training about programme dates, delivery pathways and corporate pricing.