What You'll Learn
Master telephone etiquette and call handling skills. Learn to communicate effectively, handle calls professionally, and provide excellent customer service over the phone.
Course Benefits
Industry Certification
Internationally recognized qualification
Expert Instructors
Learn from industry professionals
Dedicated Support
Assistance during and after training
Practical Skills
Apply knowledge immediately
Course Overview
FeaturedThe Telephone Etiquette and Call Handling Skills Training Course is designed to equip participants with the essential skills needed for effective and professional communication over the phone. Whether handling customer service inquiries, internal communication, or managing difficult callers, this course focuses on developing a positive and polished telephone presence.
Through practical exercises and role-playing scenarios, participants will master key techniques to enhance communication, create lasting impressions, and manage calls confidently.
Duration
5 Days
Who Should Attend?
- Customer service representatives
- Receptionists and front desk officers
- Sales and support staff
- Call center agents
- Administrative professionals
- Office managers and supervisors who frequently interact over the phone
- Individuals looking to improve their telephone communication skills
Course Impact
Organizational Impact:
-
Strengthened customer satisfaction and loyalty through professional communication
-
Improved company image and brand reputation
-
Enhanced efficiency in handling inquiries and resolving issues
-
Reduced miscommunication and call-related conflicts
Individual Impact:
-
Increased confidence in handling different types of callers
-
Improved listening, questioning, and communication skills
-
Ability to handle difficult or irate callers professionally
-
Enhanced career prospects through refined customer service skills
Course Objectives
By the end of this course, participants will:
- Understand the importance of professional telephone etiquette in customer service and business communication
- Develop techniques for creating positive first impressions over the phone
- Learn active listening and questioning techniques to gather essential information
- Handle difficult callers with confidence and professionalism
- Manage and escalate complaints appropriately
- Enhance overall call management and closing techniques to leave a positive impression
- Communicate clearly and effectively with callers of diverse backgrounds
Course Outline
Module 1: Introduction to Telephone Etiquette
- Importance of telephone etiquette in professional settings
- Elements of good telephone manners
- Creating a positive first impression
- Tone of voice and its impact on the conversation
Module 2: Effective Communication Over the Phone
- Active listening techniques
- Asking the right questions to gather information
- Managing conversations efficiently
- Speaking clearly and concisely
Module 3: Handling Different Types of Callers
- Dealing with difficult or irate callers
- Managing different caller personalities (e.g., talkative, impatient, confused)
- Turning a negative call into a positive experience
- Handling high-stress situations professionally
Module 4: Managing Call Flow and Escalations
- Structuring a call: Opening, managing, and closing calls effectively
- Call control techniques: Keeping the conversation on track
- When and how to escalate calls to higher management
- Documenting calls for future reference
Module 5: Practical Role-Playing and Best Practices
- Real-life role-playing scenarios for call handling
- Best practices in telephone customer service
- Personal improvement: Reviewing call recordings and feedback
Prerequisites
Course Administration Details
Customized Training
This training can be tailored to your institution needs and delivered at a location of your choice upon request.
Requirements
Participants need to be proficient in English.
Training Fee
The fee covers tuition, training materials, refreshments, lunch, and study visits. Participants are responsible for their own travel, visa, insurance, and personal expenses.
Certification
Upon successful completion of this course, participants will be issued with a certificate from Ideal Workplace Solutions certified by the National Industrial Training Authority (NITA) under License NO: NITA/TRN/2734.
Accommodation
Accommodation can be arranged upon request. Contact via email for reservations.
Payment
Payment should be made before the training starts, with proof of payment sent to outreach@idealworkplacesolutions.org.
For further inquiries, please contact us on details below:
Email: outreach@idealworkplacesolutions.org
Mobile: +254759708394
Register for the Course
Select a date and location that works for you.
In-Person Training Schedules
January 2026
| Date | Days | Venue | Fee (VAT Incl.) | Register |
|---|---|---|---|---|
| 5 Jan - 9 Jan 2026 | 5 days | Nairobi, Kenya | KES 99,000 | USD 1,400 | Enroll Now |
| 5 Jan - 9 Jan 2026 | 5 days | Cape Town, South Africa | USD 3,500 | Enroll Now |
| 5 Jan - 9 Jan 2026 | 5 days | Dubai, United Arabs Emirates | USD 4,000 | Enroll Now |
| 5 Jan - 9 Jan 2026 | 5 days | Zanzibar, Tanzania | USD 2,200 | Enroll Now |
| 12 Jan - 16 Jan 2026 | 5 days | Mombasa, Kenya | KES 115,000 | USD 1,500 | Enroll Now |
| 12 Jan - 16 Jan 2026 | 5 days | Kigali, Rwanda | USD 1,800 | Enroll Now |
| 12 Jan - 16 Jan 2026 | 5 days | Accra, Ghana | USD 5,950 | Enroll Now |
| 12 Jan - 16 Jan 2026 | 5 days | Kampala, Uganda | USD 2,200 | Enroll Now |
| 19 Jan - 23 Jan 2026 | 5 days | Dar es Salaam, Tanzania | USD 2,000 | Enroll Now |
| 19 Jan - 23 Jan 2026 | 5 days | Johannesburg, South Africa | USD 3,100 | Enroll Now |
| 19 Jan - 23 Jan 2026 | 5 days | Nakuru, Kenya | KES 105,000 | USD 1,400 | Enroll Now |
| 19 Jan - 23 Jan 2026 | 5 days | Dakar, Senegal | USD 3,500 | Enroll Now |
| 26 Jan - 30 Jan 2026 | 5 days | Pretoria, South Africa | USD 3,100 | Enroll Now |
| 26 Jan - 30 Jan 2026 | 5 days | Kisumu, Kenya | KES 105,000 | USD 1,500 | Enroll Now |
| 26 Jan - 30 Jan 2026 | 5 days | Naivasha, Kenya | KES 105,000 | USD 1,400 | Enroll Now |
| 26 Jan - 30 Jan 2026 | 5 days | Arusha, Tanzania | USD 2,000 | Enroll Now |
USD 1,400
Request Custom Training
We offer customized training solutions tailored to your organization's specific needs:
- Training at your preferred location
- Customized content to address your specific challenges
- Flexible scheduling to accommodate your team
- Cost-effective solution for training multiple employees
Early-bird Offer
Special pricing ends in:
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Additional Options
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Training on Telephone Etiquette and Call Handling Skills
Next class starts 5 Jan 2026
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