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Telephone Etiquette for Call Centers

"The telephone is the life-line of any business. Often, the first contact a customer has with a business is through the telephone"


To improve telephone skills at a call centre. Telephone skills are very important for a successful career in customer service and sales. This is especially true in a call centre environment. Call centers can be high pressure, fast-paced environments where you may have to deal with hundreds of people in one day. That is why it is so important to fine tune your communication skills.

Workshop Content

  • Projecting a Professional Image on the Telephone
  • Service Focused Language
  • Improve Voice Quality
  • Opening the call with a smile:
  • Putting the customer at ease:
  • Understanding the customer’s needs:
  • Offering an appropriate solution
  • Closing the call
  • Simulation of Call Flow Practice
  • Handling Difficult and Angry Callers


  • 2 day workshop

Learning Outcomes

  • Handle extremely difficult situations like:
    • Escalated Calls
    • Calls by the Collections Team
    • Calls from Countries with Different Cultural Background
    • Difficult callers
  • Increase customer loyalty by applying customer delight elements

Our Clients’ Word

  • The trainer makes EVERYONE go through the Opening & Closing script and make sure they learn from it and most of the reps/ sups are not embarrassed or shy about it. Singapore Press Holdings - Creating the 5 Star Customer Experience on 28th June 2013
  • It had lots of practical attempts to cover the course. Olam - Power of Influence on 25th July 2013
  • Enjoyed the activity, enjoyed the course and learned about the bonding for team building. Olam - Managing Work Relationships Effectively on 30th July 2013
  • Very interactive, applicable to everyday life skills that can be acquired by practice and ways to help. UBS - Personal Branding and The Art of Communication on 11st July 2013
  • Presenter was interesting & very knowledgeable. Prudential - Lunch Talk : Boardroom Etiquette on 14th August 2013
  • The role plays were engaging and interesting. Capitaland - Service Excellence on 30th September 2013
  • The tip about networking was very useful. The choices of clothes and colors combination were very interesting. SGX - Professional Presence on 1st & 2nd October 2013
  • Happy atmosphere, interesting game, email writing, nature analyze. GTNexus - Delighting Your Customers on 19th October 2013
  • The color imaging and image perception are very useful and appropriate as frontline staff are the first impression clients get. Fullerton Hotel – Professional Image 16th October 2013
  • Very interactive and practical! AON - Persuasive Presentation Skills on 24th October 2013