Telephone Etiquette – Customer Service Certification Course

Certification - Speak right, build confidence and professionalize each telephone interaction to improve customer service

Created by: Yvonne Ohui MacCarthy, CSP
Customer Service Consultant and trainer at ICSP

What Will I Learn?

• After this course, students would be able to understand the importance of telephone etiquette and the role it plays in the impressions created when dealing with a customer. You would learn the most basic, but most vital techniques in handling phone calls. This course would take you through techniques that are professionalilly and globally tested.
• You would have improved your customer service skills drastically
• You would have enhanced confidence in answering the phone.
• You would be able to project a professional and positive attitude on the phone at all times.
• You would know how to professionally place a call, answer calls, leave and take messages, transfer and hold and how to end a call
• You would be enhanced telephone management skills

Requirements

• There are no requirements for this course apart from having access to a phone and being able to use one

Target audience

• Anybody who works currently in any customer service role
• Call center reps and customer service department employees
• Anyone with access to a phone
• Anybody interested in improving their communication skills on the phone.
• Anybody who wants to improve their customer service and customer experience using telephone techniques