Professionalism & Telephone Etiquette

In today’s fast-paced environment, customers expect prompt, courteous, and effective service. Phone calls remain a critical touchpoint to build rapport, resolve concerns, and strengthen customer loyalty. This HRD Corp Claimable program equips participants with the skills to manage telephone interactions professionally, handle difficult callers with confidence, and create positive, lasting impressions.

Learning Objectives

Upon completion of this program, participants will be able to:

• Answer and make telephone calls professionally.

• Adjust tone of voice to create a positive impression.

• Apply techniques to manage calls efficiently and effectively.

• Handle difficult callers in a constructive and pleasant manner.

• Build rapport and respond to customer needs promptly.

• Address customer concerns and complaints constructively.

Who Should Attend

This program is suitable for Customer Service Personnel, Front Liners, Sales & Marketing Personnel, Managers, Department Heads, Supervisors, Business Owners, and Entrepreneurs.

Methodology

• Brain-friendly/Interactive Lectures

• Interactive Experience Sharing

• Demonstration

• Role Plays

• Video/Audio Presentations

• Practical Exercises

Key Contents

• Module 1: What An Attitude – Where Service Excellence Starts

• Module 2: Tools of the Trade – The Telephone

• Module 3: Voice Tone, Accents, and Dialects – Critical Importance

• Module 4: Rephrasing for Better Relationships – It’s Not What You Say

• Module 5: The Good, the Bad, and the Ugly – Dealing with Difficult Customers

• Module 6: Challenges Faced

• Module 7: Do Call Again – Leaving Positive, Lasting Impressions

• Module 8: Customer Service – Stress Management