Telephone Etiquette

A well-handled call can build trust; a poor one may end it. The Telephone Etiquette course covers the foundations of professional phone communication—from polite phrasing to managing voicemail and angry callers without dropping your own tone (or your phone).

Each module is crafted to help refine your voice-based professionalism—whether you're taking interoffice calls, handling distractions, or fielding customer concerns. This course doesn’t ask you to reinvent the phone call; just to stop it from being an awkward one.

Learning Outcomes

• Understand the elements of professional telephone communication.
• Apply etiquette for both inbound and outbound business calls.
• Use polite phrasing and tone for customer-focused conversations.
• Recognise common distractions and how to minimise interruptions.
• Handle difficult or irate callers with calm, effective responses.
• Manage voicemail messages and interoffice communications properly.

Who is This Course For

• Customer service agents improving call communication.
• Office staff taking frequent interdepartmental phone queries.
• Sales teams aiming for clearer outbound call delivery.
• Call centre staff sharpening etiquette and tone.
• Administrators managing voicemail and inbound queries.
• Receptionists coordinating multi-line office communications.
• Virtual assistants handling high-call-volume clients.
• Frontline employees representing brands by phone.

Career Path

• Customer Service Representative – £23,000 average UK salary
• Receptionist – £21,000 average UK salary
• Telephone Support Agent – £22,000 average UK salary
• Virtual Assistant (Calls Focused) – £24,000 average UK salary
• Sales Executive (Tele-based) – £26,000 average UK salary
• Office Coordinator – £25,000 average UK salary