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Does the Professional Phone Etiquette Trainingcourse include practical content?

Yes. The course is designed to meet the needs of our clients and teach skills that can be put into practice right away.

Is the Professional Phone Etiquette Training course available online?

Online and partially web-based courses are both available upon request.

Corporate Training Home > Skill-Based Training > Business Etiquette/Hospitality Training > Phone Etiquette Training > Professional Phone Etiquette Training [Raising customer satisfaction]

Professional Phone Etiquette Training [Raising customer satisfaction]

Review the basics of professional phone etiquette that would increase customer satisfaction.

The objective of this training is to improve customer satisfaction by raising the level of quality of telephone answering that occurs on a daily basis. Since the telephone is a direct interaction with the other party, improving telephone skills is expected to have a positive impact on improving a company's image and building a relationship of trust with customers.

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Reskill’s Service Commitment

Full Preparatory Support

We provide comprehensive support before, during, and after the training session to ensure a seamless experience for our clients. Training materials will be delivered directly to your office in advance, at no additional cost, ensuring the smooth, efficient, and enjoyable process.

Flat Rate Pricing

Guided by the principle of "Train more. Pay less," our courses are offered at a clear and fixed price with no limit on the number of participants. This approach extends even to customized, instructor-led, in-company training programs, enabling organizations to create an optimal training environment while maintaining budget clarity.

Online Training Options

To meet the diverse needs of our clients, we offer flexible training formats at no extra charge. Whether you prefer in-class sessions, online training, or a hybrid approach (partially web-based), we are here to accommodate your preferences. Please don’t hesitate to contact us to discuss the format that best suits your requirements.

Training Code: 100048 Information updated: 2024/03/28

Training Participants Who Benefits the Most Training Outcomes 3 Features Training Curriculum Training Duration Training Cost Requirements

Professional Phone Etiquette Training Goals

One of the most essential skills for a customer-facing professional is having excellent telephone etiquette.
This training is designed to improve customer satisfaction, by brushing up on the basics of telephone etiquette and problem-solving skills to make a positive impression on the customer.

Who Benefits the Most

Young employees Experienced employees

The following is a general list of target participants for the training and can be adjusted upon review. Please contact us regarding your needs.

All employees

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Result of Professional Phone Etiquette Training

Improve business phone etiquette by reviewing your basic telephone skills
Develop the ability to resolve problems that are likely to occur over the phone
Enhance customer satisfaction by improving the quality of your customer service skills.

Training Objectives

1. Relearn basic telephone etiquette skills and reassess current procedures.

Relearn basic telephone skills and reassess the current procedures at your workplace in order to improve customer satisfaction.

2. Learn how to troubleshoot various problems that are likely to occur

Be able to respond appropriately and smoothly to various problems that may arise and prevent the risk of damaging the company's reputation.

3. Learn ways of thinking with regard to customer satisfaction

The foundation of successful customer service is to understand customer expectations. Participants will learn how to understand the customers' point of view which will help them develop the ability to provide high quality customer service with the spirit of hospitality in mind.

Estimated Training Duration

6 hours (subject to change)

Professional Phone Etiquette Training Curriculum

Other training content can be incorporated into the curriculum upon request at no additional charge.

1. Basic understanding of professional phone etiquette	[Goal] Understand what is expected in a business phone call, and reflect on your current skills
1. Basic understanding of professional phone etiquette	Opening workshop: What is Customer Satisfaction (CS)? Correct mindset and attitude for telephone operators Acknowledge that you are representing the company Think and respond from the customer's point of view Acknowledge that the customer is always watching Establish a long-term relationship with the customer Make efforts to deepen your knowledge of the business
2. Basic professional phone etiquette	[Goal] Understanding basic professional phone etiquette
2. Basic professional phone etiquette	Basic phone manners Telephone phrases [Basic phrases/Common phone phrases] Importance of the tone of voice and the choice of words [Use the correct tone and language/phrases you should learn]
3. How to answer and make phone calls	[Goal] Learn the basics of how to answer and make phone calls
3. How to answer and make phone calls	How to answer phone calls Key points when answering phone calls [Ask questions/follow the 5W3H to get to the point accurately and quickly/use positive tone and language to leave a good impression/recapitulate] How to make a phone call [Choose the right time to call/communicate clearly] 3-point speech Workshop: Communicate using the PREP method Workshop: Introduce your company's products and services using the three-point speech method Commonly-used expressions per situation
4. How to make a positive impression over the phone	[Goal] Learn professional phone etiquette that leaves a good impression
4. How to make a positive impression over the phone	Workshop: The tone and language that makes a good impression How to leave a good impression and make your caller feel great [Tips to making a positive first impression] Use the right tone [Make an effort] Match your callers pace Respond with affirmations Workshop: Practice pacing and how to respond with affirmations Workshop: Improve your professional phone skills
5. Customer Complaint Handling	[Goal] Learn professional phone etiquette that leaves a good impression
5. Customer Complaint Handling	[Workshop] Previous Complaints Received Causes of complaints: [Customer dissatisfaction or disappointment with products or services that turns into anger = complaint] Common mistakes in complaint handling: [listening without attention or empathize to the customers and mechanically processing the complaint / Neglecting or delaying the response / Yielding to the customer's demands / Underestimating the complaint] Step 1: Make an apologies/ Step 2: Listen attentively Step 3: Empathize to the customer's feelings / Step 4: Check the facts Step 5: Propose solutions or alternatives / Step 6: Apologize and express gratitude [Workshop] Handling complaints over the phone.
6. Role-playing	[Goal] Learn practical phone skills through role-playing
6. Role-playing	Casework: When you are unable to connect to the right person when there’s an urgent matter at hand Casework: Give a customer directions to the office Casework: Request a quotation Workshop: Summarize feedback Workshop: Action plan

Training Cost

We offer comprehensive customizable training programs for your entire team at a fixed rate, regardless of the number of participants. Whether you need in-class, online, or hybrid training, we can accommodate your specific needs without additional charges. Our pricing model ensures transparency and flexibility, allowing for last-minute adjustments without extra costs.

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Professional Phone Etiquette Training Participant Requirements

No particular requirements

Area

We offer a variety of instructor-led training programs in Singapore, both online and in-person.

Frequently Asked Questions

I would like to know how much the Professional Phone Etiquette Training course cost.: Click here to get a quotation in 10 seconds.

Does the Professional Phone Etiquette Trainingcourse include practical content?: Yes. The course is designed to meet the needs of our clients and teach skills that can be put into practice right away.

Is the Professional Phone Etiquette Training course available online?: Online and partially web-based courses are both available upon request.

List of Frequently Asked Questions>

Related Training Information

This is the instructor-led Professional Phone Etiquette Training course page.
Please see below for additional training courses and related training programs.