Telephone Etiquette

by Eminent Institute

This course will equip participants to handle calls professionally and efficiently.

AED 1750

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img Duration

1 Day

Course Details

The telephone plays a major part in daily operations for most businesses, and is one of the most common ways customers interface with employees and the organization.

An organization reputation for service depends on how professional the operator of the telephone handles incoming and outgoing calls.

The operator of the telephone has the ability to encourage repeat business, offer exceptional customer service and build customer relationships.

Learning Objective:

  • Answer telephone calls professionally
  • Learn techniques to efficiently respond to a customer call
  • Handle customer’s concern or complaint with empathy and understand
  • Build rapport with customers and provide solutions and raise customer satisfaction
  • Come up with a personal action plan on how they can apply their learning to day to day work schedule


Your Greatest Tools – Tonality & Words

  • The Impact of Tonality on The Telephone
  • Tonality Techniques
  • Choosing The Right Words
  • Words Customers Do Not Want To Hear
  • The Skills of The Customer Service Agent

Telephone Procedures

  • Answering the Phone Promptly
  • Reflecting the Right Image
  • Being Present With The Caller
  • Preparing Before Responding
  • Your Standard Greeting
  • The Phonetic Alphabet

Processing Incoming And Outgoing Calls

  • Transferring Calls Effectively
  • Calls on Hold Principles
  • Taking Accurate Messages
  • Handling Several Calls
  • Closing The Call Professionally

Communication Tools

  • The Impact of First Impressions
  • The 80:20 Rule of Listening
  • Asking The Right Questions
  • Probing Techniques

The Challenging Caller

  • Dealing With Customers Complaints Effectively
  • Strategies for Dealing With Aggressive Behavior
  • Being Proactive, Rather Than Reactive
  • Listening, Empathizing, Apologizing and Solution Finding

Eminent offers a range of courses that will enhance your skills, improving efficiency and productivity. Successful people invest in themselves and Eminent has been assisting individuals for the last 25 years in the process by offering an extensive range of courses, at affordable prices.

Our courses are delivered by subject matter experts with both training as well as industry experience. They are not only professional, but also considerate and sensitive towards varying individual needs and provide the necessary support to every participant during the learning process.


  • Business Bay Branch

    WestBurry Office Tower, Office: 2303, Business Bay, Dubai

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