Programs Sales Telephone Courtesies & Effectiveness

Sales, Marketing & Customer Service

Telephone Courtesies & Effectiveness

A 1-day HRD Corp-claimable customer-facing workshop for improving telephone courtesies & effectiveness performance.

HRD Corp claimable 1 day English In-houseWorkshop
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Why this matters

The work problem this helps solve

Telephone Courtesies & Effectiveness helps sales, marketing, and service teams improve telephone courtesies & effectiveness through clearer conversations, stronger follow-through, and more consistent customer handling. Participants practise The Importance of Excellent Telephone Skills, Basic Telephone Skills and Etiquette, and Developing effective listening skills so they can apply the skills in real customer situations.

Built for

Teams who will get the most from it

Sales, service, and front-line teamsSupervisors who coach customer-facing performanceEmployees who manage customer conversations or expectations

What you'll walk away with

Practical outcomes

  • Use clearer service or sales behaviors in everyday interactions.
  • Respond to difficult moments with more structure and confidence.
  • Strengthen communication, ownership, and follow-through.
  • Align practical standards across the team.

Inside the workshop

Module titles only

Workshop

  1. The Importance of Excellent Telephone Skills
  2. Basic Telephone Skills and Etiquette
  3. Developing effective listening skills
  4. Passive, assertive and aggressive caller communication styles

How it runs

Workshop mix

Interactive
25%
Hands-on
25%
Group
25%
Role-play
25%

Participants practise workplace conversations and customer-facing scenarios through role-play, feedback, and group reflection.

FAQ

Frequently Asked Questions

Who is Telephone Courtesies & Effectiveness for?

Telephone Courtesies & Effectiveness is designed for Sales, service, and front-line teams, Supervisors who coach customer-facing performance, Employees who manage customer conversations or expectations.

How long is Telephone Courtesies & Effectiveness?

Telephone Courtesies & Effectiveness runs for 1 day.

What language is Telephone Courtesies & Effectiveness delivered in?

Telephone Courtesies & Effectiveness is delivered in English.

Can Telephone Courtesies & Effectiveness run as in-house training?

Yes. Telephone Courtesies & Effectiveness can run as in-house training, and Icon Learning can discuss team size, preferred dates, and delivery format during inquiry.

Is Telephone Courtesies & Effectiveness HRD Corp claimable?

Yes. Telephone Courtesies & Effectiveness is marked as HRD Corp claimable.

What will participants learn in Telephone Courtesies & Effectiveness?

Key practical outcomes include: Use clearer service or sales behaviors in everyday interactions. Respond to difficult moments with more structure and confidence. Strengthen communication, ownership, and follow-through. Align practical standards across the team.

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Bring it to your team

Want the full outline?

Tell us your team size, preferred dates, and delivery format. We will send the outline and advise how this course can run for your team.

Get the full outline WhatsApp us