Telephone Techniques


Telephone Techniques

Good telephone techniques are essential for any business that communicates with customers, suppliers, or partners over the phone. The way a business handles phone calls can create a positive or negative impression of its professionalism, competence, and customer service. Good telephone techniques include answering the phone promptly and politely, using clear and courteous language, listening actively and empathetically, confirming and clarifying information, handling complaints or problems effectively, and ending the call on a friendly note. By using good telephone techniques, a business can build trust and rapport with its callers, enhance its reputation and brand image, and increase customer loyalty and satisfaction.

Our Telephone Techniques course is designed to provide delegates with the insight, understanding and skills required by them to become effective and efficient in both “in-bound” and “out-bound” telephone communication.


  • Switchboard operators, Receptionists and frontline staff
  • Sales and customer service staff at all levels
  • Credit controllers and collections staff


  • Learn to distinguish between professional and casual communication
  • Understand how your body language influences and can improve your telephone voice
  • Be more professional and efficient
  • Learn to ask relevant questions to gain insight into customer needs
  • Understand the importance of confidentiality
  • Gain skills in all aspects of telephonic communication from answering a call, to transferring calls, to message taking.
  • Practise interacting with difficult customers and how to distinguish between a difficult customer and an abusive customer


  • Learning switchboard techniques and principles 
  • Understanding telephone etiquette and body language
  • How to prepare for outgoing phone calls
  • Processing incoming and outgoing calls professionally and efficiently
  • The protocols for transferring calls, placing callers on hold and message taking
  • Learning to ask questions that will assist and direct callers
  • Creating the right impression to internal and external customers
  • How to manage an upset or angry caller
  • How to behave towards abusive callers  


Module 1:


Module 2:


Module 3:

Classifying disclosable and non-disclosable information and explain reasons therefore.  Ways of finding telephone numbers according to organisational requirements Preparing for outgoing calls. Ways to learn new system quickly to become competent 

The importance of acknowledging callers and keeping them informed of reasons for delays. 

The difference between private telephone etiquette and business telephone etiquette in terms of assisting customers. 

Standard telephone etiquette on answering calls, transferring calls and making calls.

The importance of body language in communicating with others while on a call Make decisions, based on a telephonic request from a customer, to help or to transfer the call 

Transferring and re-directing calls quickly, correctly and politely according to standard telephone etiquette and organisational requirements,  Taking detailed and relevant messages for others

Methods for dealing with abusive callers

Methods for dealing with emergency situations


  You can view all our courses HERE

KZN Business Training Centre

Contact Details
Contact Person:
Call us on: +27 (0)31 267 1229
Contact Email:
sales [at]
Course Details
Unit Standard:
Non-Credit Bearing
Course Duration:
1 Day
Course Delivery Method:

Blended Blended

In Class In Class

Distance Distance

Presented Presented Courses

In House In-House

Contact us at +27 (0)31 267 1229 or [email protected] and we will send your a full course outline and quotation based on your requirements
Course Fee Includes:
Our public course fee includes facilitated training, course materials, the venue, a light lunch and refreshments. Onsite training at your venue can be arranged on mutually suitable dates - please contact us to request a quotation.




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