AHLE-X Skills Academy proudly presents:

Telephone Skills Course

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.

This course has been designed to cover the following unit standard:

Unit standard name




Process incoming and outgoing telephone calls





Course objective

The telephone is one the most frequent points of contact between an establishment and its customers and often the first. Unfortunately, many customers experience poor service from the staff answering the telephone; run around; inappropriate language; poor attitude and product knowledge are just some examples. This leaves customers wondering if the level of telephone service is an indication of the general level of service that they will experience in your company.

The Telephone Skills Course sets standards for telephone answering and also addresses etiquette when using the telephone.

Course Outcomes

The 1 day course covers the following topics:

  • The moment of truth
  • Telephone as a communication medium
  • Customer expectations
  • Your responsibility to create a good first impression
  • Using the telephone
  • Telephone terminology
  • Working in an organised manner
  • Making and answering telephone calls
  • Putting a caller on hold
  • Competing a call
  • Dealing with delays
  • Your voice
  • Body language over the telephone
  • Taking messages
  • Telephone courtesy
  • Dealing with confidential information
  • Dealing with difficult callers
  • Dealing with emergency situations over the telephone

Course duration

1 day

Course cost

This course is delivered in your organisation

For a quotation please send us an e-mail to

The course includes

  • Workbooks
  • Pre and post course assessment
  • Certificate of attendance

What the organisation needs to provide

  • Suitable and safe training venue
  • Equipment: data projector and screen, flip chart
  • Refreshments
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