The Telephone & Email Etiquette Course focuses on the critical role individuals play in building customer loyalty and creating positive customer service experiences.


Telephone and email writing skills in the workplace are essential for business success, and one of the first impressions that clients have of your organisation, making quick judgments on your professionalism and capability. With something as seemingly simple as telephone and email conduct, your potential clients can decide whether they want to work with you or not.

The Telephone & Email Etiquette course is appropriate for new work entrants, receptionists and call centre staff.


The receptionist’s telephone skills are the first impression customers have of your business. Ensure your receptionist or call center agents create a strong first impression.


In this practical course, your teams will go through rigorous practical exercises and role plays to ensure they actively engage with the content and have numerous opportunities to practice their new skills.

The Course Topics are listed below:


  • Answering the phone
  • Putting the client on hold
  • Client updates
  • Transferring calls
  • Professional language use
  • Taking messages
  • Dealing with unhappy customers
  • Tone and vocal inflection
  • Unacceptable phone behaviours
  • Taking messages



  • Correct email conventions
    • subject lines
    • greetings
    • dates
    • response time
    • sign-off
    • complementary lines
  • Effective email structure and layout
  • Professional writing & language use
  • Common errors in written English, and how to avoid them
  • Proof-reading

When it comes to business, regardless of the mode of communication used, professionalism and courtesy never go out of style.

This course provides skills and tools to create memorable service experiences resulting in greater customer loyalty and successful customer-centric organizations.