Telephone Etiquette

This practical marketing and sales workshop develops knowledge, judgement and workplace application in telephone etiquette. Participants explore good-practice principles, work through realistic examples and practise tools that can be adapted to their own roles and organisations.

The workshop emphasises active participation, reflection and transfer of learning. Facilitators can contextualise examples, exercises and discussion around the organisation's policies, industry, workforce and operating environment.

• Explain the key principles associated with professional opening and closing.
• Apply practical tools and techniques for voice, tone and pace.
• Use listening and accurate message taking to support better workplace decisions and outcomes.
• Recognise common risks, barriers and good practices relating to placing callers on hold and transferring.
• Develop a practical approach to handling upset callers that can be used after the workshop.

Sales, marketing, customer-facing and business-development professionals, supervisors and anyone responsible for attracting, serving or retaining customers.

• Professional opening and closing
• Voice, tone and pace
• Listening and accurate message taking
• Placing callers on hold and transferring
• Handling upset callers
• Confidentiality and call documentation