In today’s business world, one important
aspect of success is the ability to
communicate by telephone. This class
examines proper telephone etiquette, why
good telephone skills are important for
your organization, and how to improve your
telephone skills.

Learning Objectives
• How to answer the telephone and ask the
right questions
• Gain knowledge on how to actively listen
on the phone and respond
• Learn how to manage incoming/outgoing
calls and voice mail
• Identify how to deal with customer
conflict and complaints
• Learn telephone principles to use with
every call