Telephone Etiquette & Professional Communication

Programme outline

What you will study

• Call opening, control, hold, transfer and close
• Voice: pace, pitch, clarity and the audible smile
• Business English for customer correspondence
• Email and instant-message etiquette
• Cross-cultural and multilingual communication in Nigeria

What you will be able to do

• Handle any inbound or outbound call to standard
• Write clear, professional customer correspondence
• Adapt tone appropriately across channels and audiences

Assessment & certification

Participants are assessed against the programme standard rather than on attendance. Successful candidates receive a dated, verifiable KCSS certificate, and are eligible for our continuing professional development clinics and the annual service practitioners’ conference.

Who this is for

This programme is pitched at foundation level. It suits people working in or moving into customer-facing roles across banking, telecoms, hospitality, health, retail, education and the public sector. It is also available as a closed in-house programme for organisations training eight or more people.