Telephone Etiquette

Master professional telephone etiquette for smooth calls, polite tone, and great impressions—perfect for any customer-facing role.

Course Overview

Whether you're answering calls at reception or following up with clients, how you speak over the phone matters more than you might think. Telephone Etiquette is your go-to course for mastering the nuances of a polite, professional, and distraction-free phone conversation. From greeting callers confidently to dealing with difficult conversations and voicemail know-how, you'll be guided through every aspect with structured insight.

This course takes a no-nonsense approach to tone, timing, and telephone manners. You’ll explore the golden rules of communication, how to keep things clear and calm under pressure, and the art of not sounding like you're juggling five things while on the line. If your job involves picking up the phone—or avoiding it—this course might just be the nudge you need.

Learning Outcomes

• Recognise and apply the principles of proper telephone etiquette.
• Maintain professionalism across inbound and outbound phone calls.
• Communicate clearly and effectively on the phone every time.
• Reduce distractions and stay focused during telephone conversations.
• Handle angry or upset callers with patience and care.
• Manage voicemail and interoffice calls with appropriate tone.

Who is this Course For?

• Receptionists needing to sharpen their phone communication skills.
• Call centre agents aiming for more polite phone conversations.
• Office staff looking to improve internal phone communication.
• Virtual assistants handling customer-facing phone tasks.
• Customer service representatives dealing with difficult callers.
• Sales professionals managing outbound call interactions.
• Freelancers managing client calls without sounding robotic.
• Admin support roles that involve answering office telephones.

Career Path & Average UK Salary

• Receptionist – £22,000 per year
• Customer Service Advisor – £24,000 per year
• Call Centre Agent – £23,000 per year
• Virtual Assistant – £25,000 per year
• Administrative Assistant – £23,500 per year
• Client Relations Coordinator – £28,000 per year