Telephone Etiquette Certification

Talking on the phone is an unavoidable part of working life. Regardless of your position, there is a good chance you spend at least part of your day on the phone.

Those in frontline roles, such as receptionists and customer service staff, may spend a significant amount of time dealing with customers and clients over the phone, making proper telephone etiquette a vital skill to master.

This course explains why telephone etiquette is such an important skill. It begins with the basics of taking calls at work, including the tone you should aim for. Next, it covers the crucial communication skills needed for successful telephone conversations, before finishing with guidance on handling difficult calls confidently and professionally.

You will learn:

• The role the telephone plays in the modern workplace, and why telephone etiquette still matters
• How to prepare your “telephone voice” so callers take you seriously while feeling respected
• The importance of an informative greeting
• What not to say when you are on the phone
• The five key aspects of active listening

This course belongs to our Administration & HR courses, part of our wider CPD Courses collection.