Our Workshops

Professional Telephone Etiquette

Professional Telephone Etiquette



First impressions are critical to future business success
You may have invested in an outstanding marketing campaign, spent money on your reception area and offices, but the first and perhaps lasting impression your existing or potential clients form of your business could be determined solely by their interaction with your receptionist or call centre staff. These members of your team are your frontline attack in today’s highly competitive business environment and as they interface directly with your clients, your success or failure can sometimes rest solely in their hands.

Frontline staff deal with a lot of stress and pressure
This workshop is your opportunity to ensure that your frontline staff are equipped with the skills, techniques and knowledge to deal effectively and efficiently with your customer, exceeding their expectations and ensuring that your business has the reputation of delivering exceptional customer service. The workshop focuses on customer care, understanding the customer’s needs and techniques for dealing effectively with difficult or angry customers. It will also equip delegates with the knowledge and skills to handle stress, pressure and to remain calm and rational under difficult circumstances, dealing with questions and complaints right the first time.


A highly motivational workshop the Professional Receptionist Telephonist Skills deals with the principles of customer care and the steps needed to ensure effective communication with all internal and external customers. It deals with the issue of diversity, active listening and how to successfully have a difficult conversation and deal with complaints and queries. The second part of the workshop is devoted to the practical implementation of the principles learned in the first session, focusing on role-plays and mock telephone conversations ensuring that the delegates will are able to return to work equipped with the practical tools to improve their level of customer satisfaction.


Telephonists/ Clerks/ Receptionists/ Call Centre Operators/ Anyone who uses a telephone or has face-to-face dealings with customers

How to become positive about clients

Learn how your own attitudes and choices can influence the client’s perception of you and your business

The principles of customer service / What do customers expect from you?

Answer questions and deal with queries right the first time

How to listen actively and communicate effectively with everyone

Learn to communicate efficiently with all levels of internal and external customers

Communicate effectively face-to-face and in writing

How to really listen

Tips for being a great receptionist/ telephone etiquette and powerful telephone tips

Improved inter-personal skills

How to deal with difficult customers/

Learn how to calm down angry people and remain calm and rational yourself

Deal with the stress of your job and remain positive and enthusiastic

Manage your time to deal with interruptions, visitors, callers waiting

Why appearance is important


Become positive about customers

  • How your own choices can make the difference
  • The principles of customer service
  • What do customers expect from you?
  • How to answer questions and deal with queries right the first time

Effective communication skills

  • The communication process: Non-Verbal, Oral, Written Communication
  • Barriers to effective communication
  • Non-Verbal Behaviour for Effective Communication
  • Active Listening and keys to effective listening
  • Feedback and steps to provide feedback in difficult conversations
  • E-mail etiquette rules
  • Tips for being a great receptionist
  • Ten tips to greet customers
  • Telephone etiquette and powerful telephone tips
  • Communication Tips

Improved inter-personal skills

  • Coping with confrontation
  • Managing anger in yourself and others
  • Principles to apply
  • How to calm down angry people
  • Managing your time and dealing with interruptions
  • Master the art of personal impact


On-Site Workshops

  • All workshops are offered in-house at your offices to a minimum of 5 delegates
  • You provide the venue and refreshments, Front Foot supply all the workshop material 

Remote Workshops

  • All workshops are offered remotely to a minimum of 5 delegates
  • Front Foot supply all the electronic workshop material


Workshop Dates