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Customer Service & Sales
Customer Care & Telephone Etiquette
Develop professional telephone communication skills and effective customer care techniques.
2 days All formats
What You’ll Learn
On completion of this course, participants will be able to:
- Recognize the importance of customer care in business success and reputation
- Master effective telephone communication techniques and professional etiquette
- Build active listening capabilities to comprehend customer requirements
- Apply techniques for handling difficult conversations and challenging interactions
- Establish effective documentation and follow-up protocols
- Adopt best practices for professional telephone interactions
Course Outline
2 days programme delivered all formats.
Day 1 — Morning
Importance of Customer Care in Business
How quality customer service impacts organizational success, reputation, and loyalty.
Day 1 — Afternoon
Telephone Communication & Active Listening
Voice techniques, clarity, focused attention, and engagement demonstration.
Day 2 — Morning
Telephone Etiquette & Difficult Calls
Greetings, call management, transfers, de-escalation, and issue resolution.
Day 2 — Afternoon
Follow-up and After-call Procedures
Documentation, follow-up processes, and improvement strategies.
Ready to Register?
Contact us to schedule this course for your team or join an upcoming public intake.