Telephone Etiquette & Techniques on Handling Difficult Callers

Love the phone or hate it, it is becoming clear that it is the way to do business and it is here to stay. As the telephone is now widely used in business, it is important that we excel in areas of telephone communication. So being able to handle telephone calls efficiently and effectively will let you go a long way to enhance not only your own image but also the image of your organisation.


Words from the Trainer: "This course focuses on helping working professionals with the skills in handling the telephone calls professionally, confidently and effectively. It also provides you with the techniques on dealing with the common types of difficult customer situations that you come across in your daily encounters with customers."

After the workshop, you will be able to:

  • determine how callers measure your service and what it takes for you to do your job professionally
  • demonstrate the 2Vs to project a professional image of yourself and enhance the caller's confidence in you
  • say the four phrases in a telephone call
  • apply the techniques to handle different difficult caller situations
  • demonstrate proper telephone etiquettes to enhance your image and that of your organisation
Additional Details
Positive Comments

StatusStatus:  CONFIRMED

Course Code/ID: CRS-N-0028054
(for SDF/SFC applications)

Time9:00 am to 5:00pm
(7 hrs excluding lunch break)

Early bird    S$363.80
Normal        S$417.30
Members    S$321.00
* Fees are inclusive of 7% GST.

Early birdEarly bird:  18 Apr 2019

DateAvailable dates

10 May 2019
28 August 2019
20 November 2019

VenueLocation (subject to change)

School of Economics and Social Sciences, SMU or similar

yes, approvedSDF-Approved

yes, approvedSkillsFuture Credit Claimable

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