top of page





Phone Etiquette For Customer Service Representative

Phone Etiquette For Customer Service Representative

Duration (Days)



This course is designed to brush up the customer service representatives phone etiquette to create a lasting and positive impression of the organization. It will focus on developing skills to deal with customers assertively, empathetically with positive attitude.

  • Provide effective client service over the phone.

  • Project a professional image over the phone.

  • Master a professional, effective and reassuring telephone voice.

  • Master proven techniques to manage irate customers professional.

Course Outline
  • Effective customer communicator

  • High emotion

  • First impression

  • Building rapport

  • Communication model

  • Voice and tone

  • Voice modulation

  • Vocal qualities

  • Word and phrase

  • Greetings and ending a call

  • Active listening

  • Questioning techniques

  • Putting on hold

  • Transferring a call

  • Take a message over the phone

  • An extra mile

bottom of page