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Telephone Etiquette Course

Enhancing customer relationships through effective telephone communication

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4.99/5 Rating
(from 1000+ reviews)

5-stars
ilm certified course

About this course

This course is designed to help employees improve their telephone communication skills and enhance their company’s image through effective phone interactions. The course will cover a range of topics, including how to sell or portray your personality over the phone, how to handle customer inquiries and complaints, and how to build rapport with customers through active listening and clear communication. 

The course will use a variety of interactive learning techniques, including learner-trainer discussions, exercises, case studies, and quizzes, to engage participants and ensure a lasting impact. Each participant will also receive a workbook to take back to the workplace and continue developing their skills.

Course features

Engaging learning experiences

Downloadable study material

Certificate of completion

5-stars

4.99/5 Rating (from 1000+ reviews)

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What you'll learn

  1. Learn how to create the right impression of yourself and your company
  2. Present a positive and lasting image while dealing with customers over the telephone
  3. Understand and appreciate what it feels like to be on the other end of poor, good and excellent customer service
  4. Identify the challenges of communicating by phone and how to overcome them
  5. Learn how to develop a rapport with callers
  6. Identify the best practices and telephone ‘etiquette’ when answering, holding or transferring calls
  7. Learn how to manage difficult and aggressive customers and resolve problems successfully

Course format

group discussion

Group Discussions

case studies

Case Studies

action plans

Action Planning

presentations

Presentations

individual and group

Individuals & Groups

Role Playing

experiential learning

Experiential Games

Assessments

Course content

Take a sneak-peak inside to see what you can expect from this course:

DAY ONE
➜ Creating a professional image over the telephone
➜ Tuning into your caller
➜ You own your attitude over the telephone
➜ Controlling the telephone process confidently
➜ Company standards and procedures
DAY TWO
➜ Receptions tips
➜ Eliminate phone distractions
➜ Taking inbound calls
➜ Taking outbound calls
➜ Effective questioning
➜ Dealing different callers
➜ Handling complaints
➜ Telephone mechanics
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Meet our trainers

One of these subject matter experts will be training you:

NATALIE BROWN (Group CEO)

Management Trainer and Consultant
Keynote Speaker
Executive Coach

Andrea Parry

ANDREA PARRY

Management Trainer and Consultant

Parveen Sidhu-Rice

PARVEEN SIDHU-RICE

Management Trainer and Consultant

Hassan Website

HASSAN SAAD

Management Trainer and Consultant

Our happy customers

Thanks for the training. We learned a lot about customer service, telephone and face to face communication and the LEAP concept. The trainer’s delivery and knowledge was great!
Mallesh KusariArenco Real Estate
Ms Andrea is really helpful and gave us all the pointers about customer service. I enjoyed the course and the activities we did during the training. I think it is relevant and we can apply it directly at the workplace.
Bonne Ella RamosArenco Real Estate
The course is useful and the trainer is very friendly. Thanks Ms Andrea for the great time we had. We learned how to build rapport with customers and the importance of being an assertive customer support representative.
Khawla MansourArenco Real Estate
I enjoyed the course. It met my expectations with excellent quality of training materials and content. I learned a lot about the importance of body language, communication and other aspects of customer service. Thank you!
Zeena PereiraGolden Sands Hotel Apartments
I loved the training. It gave an action plan on how to deal with different behaviours of customers and we also learned how to practise active listening for customer queries and offer fast and correct solution.. The trainer’s knowledge is excellent and the overall presentation was really good.
Cyrus Wachira GithaigaGolden Sands Hotel Apartments
The course content is excellent. We learned about the difference between passive, aggressive and assertive customer behaviour, body language as well as dos and don’ts in customer service. The trainer has excellent knowledge and delivery. And I loved the activities and exercises we did, very relevant and applicable.
Jennifer Mallare DimarucutArenco Real Estate
It was a very useful and interesting seminar. The trainer taught about the importance of body language and proper way to answer and have a conversation on the phone. Also we learned active listening can help us solve the problem effectively.
Ma. Silvina T. PenaArenco Real Estate
The course content and the trainer were excellent. I learned a lot about barriers to communication and how to analyse body language and build a rapport. It helped me boost my confidence and I will definitely apply these things at work.
Mitchy Ann Lamer ClemorArenco Real Estate
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Pricing

Choose the best training solution for you:

Online Live

Virtual instructor-led training
Contact us for pricing

Contact us

Face-to-face

3,600 AED
per delegate

Register now

In-house

For 4+ delegates
We recommend in-house

Contact us

Sign-up to world-class training today!

Why get certified?

The majority of ILM’s qualifications and courses give learners the skills, knowledge, and experience they need to do a management job in the real world. According to research, 9 in 10 learners said they were able to apply the leadership and management skills learnt through ILM to their day-to-day job role and would recommend ILM’s qualifications and programmes.

Training your team on an ILM qualified course will improve their performance and bring positive change to your organisation. 88% of employers say their business was immediately positively impacted by ILM training programmes. 78% of employers said investing in ILM training increased their income.

ILM qualifications are very sought after and will improve your career prospects. If an employer has two candidates that they can’t decide between, they are likely to make the decision based on qualifications. So having ILM certification is a great way of increasing your chances of promotion or employment.

Frequently asked questions

Yes, after the course you will receive a certificate of completion.

All participants receive an e-copy of the certificate, but if requested you will receive a hardcopy as well.

Yes, we provide e-workbook before the course and the PowerPoint after the course.

Have more questions? Click here to get in touch.

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Discover Select

Select Group is an internationally recognised Learning and Development provider with more than 17 years of experience in the field of corporate training and consultancy.

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Training Hours

✔ Qualified Trainers

✔ English & Arabic

✔ Customer Focused

✔ Internationally Qualified

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© 2023 Select Training & Management Consultancy LLC. Tax Registration Number: 100003031000003.

Head Office: Office 1501 Al Yasat Tower, Fatima Bint Mubarak (Najda) Street, P.O. Box 44705, Abu Dhabi, UAE.

Dubai Office: Office 208, Al Attar Business, Centre, Sheikh Zayed Road, Al Barsha 1, P.O. Box 334058, Dubai, UAE.

KSA Office: Office 7470, Uthman ibn Affan Road,
Al Taawun District, P.O. Box 84994, Riyadh, K.S.A.

Request a call back

Slots are limited, so request your call back as soon as possible.

Discover Select

Select Group is an internationally recognised Learning and Development provider with more than 17 years of experience in the field of corporate training and consultancy.

1 +
Delegates
1 +
Happy Clients
1 +
Training Hours

✔ Qualified Trainers

✔ English & Arabic Delivery

✔ Innovative Customer Focus

✔ International Qualifications

Our partners

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Head Office: Office 1501 Al Yasat Tower, Fatima Bint Mubarak (Najda) Street, P.O. Box 44705, Abu Dhabi, UAE.

Dubai Office: Office 117, Al Attar Business, Centre, Sheikh Zayed Road, Al Barsha 1, P.O. Box 334058, Dubai, UAE.

© 2023 Select Training & Management LLC. Tax Registration Number: 100003031000003.

Request a call back

Slots are limited, so request your call back as soon as possible.

Discover Select

Select Group is an internationally recognised Learning and Development provider with more than 17 years of experience in the field of corporate training and consultancy.

1 +
Delegates
1 +
Happy Clients
1 +
Training Hours

✔ Qualified Trainers

✔ English & Arabic

✔ Customer Focused

✔ Internationally Qualified

Our partners

Previous
Next

Courses

Training

ABOUT US

RECENT ARTICLES

Facebook Twitter Linkedin Youtube Instagram
© 2023 Select Training & Management Consultancy LLC. Tax Registration Number: 100003031000003.

Head Office: Office 1501 Al Yasat Tower, Fatima Bint Mubarak (Najda) Street, P.O. Box 44705, Abu Dhabi, UAE.

Dubai Office: Office 208, Al Attar Business, Centre, Sheikh Zayed Road, Al Barsha 1, P.O. Box 334058, Dubai, UAE.

KSA Office: Office 7470, Uthman ibn Affan Road,
Al Taawun District, P.O. Box 84994, Riyadh, K.S.A.