Training on Telephone Etiquette and Call Handling Skills
Master telephone etiquette and call handling skills. Learn to communicate effectively, handle calls professionally, and provide excellent customer service over the phone.
Next intake
20 Jul 2026 · Nakuru
Duration
5 days
Live instruction
Delivery
Physical + Virtual
Cohort based
Level
Intermediate
Working professionals
Certification
NITA reimbursable
For Kenyan cohorts
Language
English
All materials
About this programme
The 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
What you'll walk away with
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
What we cover, module by module
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
Where the change lands
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:
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Increased confidence in handling different types of callers
-
Improved listening, questioning, and communication skills
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Ability to handle difficult or irate callers professionally
-
Enhanced career prospects through refined customer service skills
Dates and locations
Upcoming intakes
Every intake is limited to a small cohort. Booking closes when a date fills or three weeks before the start, whichever comes first.
| City | Starts | Ends | Delivery | Book |
|---|---|---|---|---|
NakuruNext | 20 Jul 2026 | 24 Jul 2026 | In-Person | Book |
Kigali | 20 Jul 2026 | 24 Jul 2026 | In-Person | Book |
Accra | 20 Jul 2026 | 24 Jul 2026 | In-Person | Book |
Kisumu | 27 Jul 2026 | 31 Jul 2026 | In-Person | Book |
Johannesburg | 27 Jul 2026 | 31 Jul 2026 | In-Person | Book |
Dakar | 27 Jul 2026 | 31 Jul 2026 | In-Person | Book |
- NakuruNext
20 Jul → 24 Jul·In-Person
Book this intake - Kigali
20 Jul → 24 Jul·In-Person
Book this intake - Accra
20 Jul → 24 Jul·In-Person
Book this intake - Kisumu
27 Jul → 31 Jul·In-Person
Book this intake - Johannesburg
27 Jul → 31 Jul·In-Person
Book this intake - Dakar
27 Jul → 31 Jul·In-Person
Book this intake
Common questions.
Still not sure? Send us a note and a facilitator will get back to you within a business day.
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Course finder
Find the right course for you
Prefer to talk it through? Send us an enquiry and a facilitator will scope a fit within a business day.
For corporate teams
Training 10+ professionals?
We deliver Training on Telephone Etiquette and Call Handling Skills in-house at your offices, at a venue we arrange, or fully virtual. Customise the curriculum against your KPIs, and get a bespoke price for the cohort size you need.