Telephone Techniques, Phone Etiquette Training course, Seminars, Workshops in Malaysia & Pakistan

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Program Overview

Telephone etiquette is the most under-rated skill in communication as it does not involve face-to-face interaction or the written word, the 2 areas where most training in business communication is concentrated. However, with the rapid changes in the modes of modern communication particularly in mobile phone technology and the new ways of doing business globally such as the outsourcing of call centers, telephone skills are fast gaining recognition as a necessary and important skill in today’s world.

Training objectives

Learn how to project a positive image of themselves and their employer organization
Provide courteous and people-oriented telephone services
Learn empathic listening
Understand and handle difficult people and address their concerns, issues and complaints
Enhance personal and organizational productivity through effective telephone handling
Stay cool, calm and collected
Avoid potential adverse reputational issues arising from mishandling telephone calls

Who should attend

Executives for whom the telephone plays an important role in business lives especially those whose main source of communication is through the use of either fixed lines or mobile telephones. It is also useful for those who feel that their business, or for that matter, private lives can be enhanced by a deeper understanding and appreciation of the subtle intricacies of communication via telephone.

Training outline

This program content has been designed to include a combination of simulations, activities and exercises in order to support the above listed understanding, approach and objectives. Details follow:

Basic Telephone etiquette

Use effective call greetings as a caller and receiver
Use appropriate language during telephone conversations

Use an effective approach to handle special telephone tasks like:
Call transfers
Taking messages
Call backs
Unintentional disconnects

Impactful Telephone Communication

Active Listening
Understanding Customer Expectations - EMPATHY
Probing Skills – Questioning techniques
Dealing with difficult / angry customers
Developing 2 way communication
Articulate Speaking


100% Activity based training
Group discussions
Case studies
Interactive storytelling
Video presentation

Facilitating Customer Delight through Professionalism in Human Capital Development

To provide leading edge customized training solutions in each campaign
To develop an experienced team of consultants with impeccable knowledge and experience in their relevant areas of expertise

Honesty, Integrity, Sincerity

Our Trainers
Our trainers are PSMB Certified. They possess vast relevant experience in their own specific fields as practitioners and trainers. Each comes with an impressive list of clients whom they have personally rendered their training services to. Trainer profiles are attached with each training proposal sent to clients.
corporate training in malaysia

Shahrukh Moghal - Managing Consultant
Quality Input Resources Sdn Bhd
Unit 13-G, Jalan OP 1/2,
1 Puchong Business Park, 47160,
Puchong, Selangor, Malaysia.
M: 0123278240 Email:
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