AHLE-X Skills Academy proudly presents:

Telephone Etiquette

AHLE-X is a Hospitality Training Provider with City & Guilds approval that runs high-impact training programmes for the Hospitality Industry at professional and operational levels and to new entrants into the industry.

AHLE-X has level 4 B-BBEE compliance.

Course objective

The telephone is one the most frequent points of contact between an establishment and its customers and often the first. Often customers experience inappropriate behaviour and attitude from the staff answering the telephone; bad manners, inappropriate language; poor attitude are just some examples that leave customers with a bad taste in their mouths.

The half-day Telephone Etiquette Programme addresses the attitudes and behaviours that staff need to display when dealing with customers over the telephone.

Course topics

The ½ day programme covers the following topics:

  • The moment of truth
  • Telephone as a communication medium
  • Customer expectations
  • Your responsibility to create a good first impression
  • Your voice
  • Body language over the telephone
  • Telephone courtesy
  • Dealing with confidential information
  • Dealing with difficult callers

The course includes a pre and post course assessment

Course duration

½ day

Course cost

This course is delivered in your organisation

For a quotation please send us an e-mail to

Includes a certificate of attendance

What the organisation needs to provide

Suitable and safe training venue

Equipment: data projector and screen, flip chart


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