PROFESSIONAL TELEPHONE
ETIQUETTE
OVERVIEW
Duration: 1 day.
CPD points (8 hrs) for all professionals.
First impressions count - and often, they’re made over the phone. This engaging Course equips participants with the confidence and skills to handle calls professionally, ensuring every conversation reflects positively on the organisation.
Through detailed scenarios and guided practice, delegates will learn how to communicate clearly, listen actively and respond with empathy and professionalism. They’ll discover how to manage challenging calls, use positive language to build rapport and handle hold or transfer situations with confidence and courtesy.
Participants will be able to deliver exceptional customer experiences over the phone, leaving every caller with a lasting, positive impression of the organisation.
LEARNING OBJECTIVES
By the end of this course, delegates will be able to:
1. Explain why professional telephone etiquette is critical for customer experience and brand image.
2. Answer and manage calls confidently and courteously, using a clear and friendly tone.
3. Apply active listening techniques to understand caller needs effectively.
4. Use positive and professional language to build rapport and trust.
5. Handle difficult or emotional callers calmly, maintaining control of the conversation.
6. Manage hold and transfer processes professionally and efficiently.
7. Close calls effectively, ensuring clarity and a positive final impression.
ORGANISATIONAL BENEFITS
Performance outcomes include::
1. Enhanced customer satisfaction and trust through professional, courteous telephone interactions.
2. Strengthened brand image and reputation by ensuring consistent standards of communication.
3. Increased customer retention through positive first impressions and effective issue resolution.
4. Improved efficiency and call management, reducing time spent on miscommunication or repeat calls.
5. Greater staff confidence and competence in representing the organisation professionally.
6. Reduced complaints and escalations arising from poor communication or tone.
7. A consistent, customer-focused telephone experience across all departments and teams.
WHO SHOULD ATTEND
This course is ideal for anyone who communicates with customers, patients or colleagues over the phone. It’s particularly valuable for receptionists, customer service representatives, administrative staff and anyone in a front-line or support role where telephone communication shapes the customer experience.
Suitable for all sectors, it helps participants develop confidence with the skills to represent their organisation positively in every call.
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