In today’s fast-paced business world, professional telephone skills are essential for creating positive first impressions, building trust, and strengthening customer relationships. The Call Handling & Telephone Etiquette Training Course, offered by The Dubai Premier Training Centre, is designed to equip participants with the knowledge and confidence to manage calls effectively and professionally.
This course emphasizes the importance of tone, clarity, and courtesy while handling both inbound and outbound calls. Participants will learn techniques for managing difficult callers, handling complaints, and ensuring smooth communication that reflects organizational professionalism. Through practical exercises, role-playing, and real-life case studies, this course prepares professionals to represent their organization with confidence and excellence.
Whether dealing with internal colleagues or external customers, proper telephone etiquette is a vital skill that can enhance an organization’s image and improve overall customer satisfaction.
Course Objective
Develop professional telephone communication skills.
-
Understand the importance of tone, clarity, and word choice.
-
Learn effective call-handling techniques for inbound and outbound calls.
-
Acquire strategies for dealing with difficult callers and conflict resolution.
-
Master complaint-handling techniques to maintain customer satisfaction.
-
Enhance listening skills and empathy in conversations.
-
Represent the organization confidently and professionally.
Target Audience
This course is designed for:
-
Customer service representatives and call center agents.
-
Administrative staff and receptionists.
-
Sales and marketing professionals.
-
Frontline employees dealing with clients by phone.
-
Managers and team leaders responsible for customer interaction.
-
Anyone who wants to improve their telephone communication skills.
Course Module
The course is structured into practical modules to ensure participants gain both knowledge and real-world skills:
-
Introduction to Professional Call Handling
-
Importance of first impressions.
-
Role of telephone communication in business.
-
-
Telephone Etiquette Basics
-
Greeting techniques and professional tone.
-
Building rapport through voice and language.
-
-
Inbound & Outbound Calls
-
Handling incoming calls effectively.
-
Making professional outbound calls with confidence.
-
-
Active Listening & Empathy
-
Understanding customer needs.
-
Using empathy to build stronger relationships.
-
-
Dealing with Difficult Callers
-
Techniques to remain calm and professional.
-
Conflict resolution strategies.
-
-
Complaint Handling
-
Turning complaints into opportunities.
-
Delivering service recovery with professionalism.
-
-
Practical Role-Play & Case Studies
-
Real-world scenarios for hands-on learning.
-
Feedback and performance improvement tips.
-
-
Final Assessment & Certification
-
Evaluating skills learned.
-
Award of certificate from The Dubai Premier Training Centre.
-