Course

The objective of this course is to equip participants with the knowledge and skills necessary to communicate professionally and effectively over the telephone. Participants will learn to demonstrate professionalism, courtesy, and empathy in telephone interactions, ultimately improving customer service and organizational image.

• Understanding the importance of professionalism and telephone etiquette in business communication.
• Proficiency in greeting callers, transferring calls, and handling inquiries with professionalism and courtesy.
• Skills for active listening, empathy, and problem-solving during telephone conversations to meet customer needs.
• Strategies for managing difficult or challenging situations on the phone with professionalism and composure.
• Techniques for maintaining confidentiality, accuracy, and professionalism in all telephone interactions.

This course is suitable for customer service representatives, receptionists, administrative assistants, call center agents, and anyone who regularly communicates with clients or customers over the telephone.

Relevant across various industries and sectors that rely on telephone communication as part of their customer service operations, including retail, hospitality, healthcare, financial services, and telecommunications.

• Introduction to Professional Communication and Telephone Etiquette
• Greeting and Establishing Rapport with Callers
• Handling Inquiries and Providing Information Professionally
• Managing Challenging Situations and Difficult Callers
• Active Listening and Problem-Solving on the Phone
• Maintaining Confidentiality and Accuracy in Telephone Interactions
• Best Practices for Professional Telephone Communication