Telephone Etiquette

This Telephone Etiquette e-learning course covers essential call-handling skills, including:

• Key aspects of telephone etiquette and professional communication
• Using clear language, tone of voice and active listening techniques
• Avoiding slang and maintaining polite, professional phrasing
• Minimising distractions and maintaining focus during calls
• Managing inbound calls, greetings, and caller needs
• Preparing for outbound calls and protecting caller information
• Handling rude or angry callers with confidence and professionalism
• Transferring calls, placing callers on hold and taking messages
• Managing voicemail messages and urgent responses
• Maintaining customer satisfaction through effective communication.

This Telephone Etiquette eLearning course is suitable for:

• Customer service and call centre staff
• Receptionists and front-desk personnel
• Administrative and office support staff
• Sales and support teams handling customer enquiries
• Managers and supervisors are responsible for communication standards
• Employees are improving professional telephone communication with customers, colleagues and stakeholders.

The aims of this Telephone Etiquette online course are to:

• Strengthen professional telephone communication skills in workplace environments, including clear language, polite phrasing, active listening, appropriate tone and confident handling of customer, colleague and stakeholder calls
• Improve confidence in managing inbound, outbound, voicemail and difficult calls while maintaining professionalism, caller focus, information privacy, customer satisfaction and consistent service standards across daily business communication, enquiries and support.