Great on the Phone
Official name: Telephone Etiquette (practical short course)
Answer every call like a professional. Learn to greet callers, hold and transfer calls, take messages, make outgoing calls, and handle difficult and emergency calls calmly.
TypePractical short course
ForAnyone who answers the phone at work
You receiveInjongo certificate
CATHSSETA-accredited provider 613/P/00381/2022 · Practical, hands-on training · Jeffreys Bay to Oudtshoorn · Injongo certificate
Why this course
Every call is a first impression
For many guests and clients, the phone is their first contact with your business.
Get hired
A skill every job needs
Reception, reservations, offices and call centres all want people who are good on the phone.
Stand out
Sound professional
A clear voice, the right words and good manners on every call.
Stay calm
Handle any caller
Know what to say to angry, rude or confused callers, and in an emergency.
The outcome
What you will be able to do
By the end of the course you can:
Answer a call with a professional greeting
Use your voice well: pace, tone and clarity
Address callers politely and use their name
Put a caller on hold and come back in time
Transfer a call without losing the caller
Take a complete, accurate message
Prepare for and make outgoing calls
Know which information you must never give out
Handle complaints, abusive callers and emergency calls
Close every call politely
A call, step by step
Five steps to a great call
The routine you practise until it is automatic.
1 · Greet
Greet
Answer promptly, say the business name and your name, and offer to help.
Phone tipSmile as you speak. Callers can hear it.
2 · Listen
Listen
Let the caller explain, take notes and ask questions to understand.
Phone tipDon't interrupt, even when you know the answer.
3 · Act
Act
Answer the question, transfer the call or take a message.
Phone tipTell the caller what you are doing before you do it.
4 · Confirm
Confirm
Repeat the key details back: names, numbers, dates and what happens next.
Phone tipSpell names back to be sure.
5 · Close
Close
Thank the caller and end the call politely.
Phone tipLet the caller hang up first.
What you learn
What you learn
Open any topic to see what it covers.
2 parts
9 topics
Part 1
On the phone
Your voice
Pace, tone, volume and clear speech.
Courtesy
Greeting, addressing callers and using their name.
Hold and transfer
Putting callers on hold, checking back and transferring smoothly.
Messages
Taking complete, accurate messages and passing them on.
Part 2
Harder calls
Outgoing calls
Preparing, making and following up calls.
What not to say
Guest, client and business information you must keep private.
Difficult callers
Complaints, angry and abusive callers, and how to stay calm.
Emergency calls
What to do, and who to call, when a caller reports an emergency.
Phones and cellphones
Using the phone system well, and cellphone manners at work.
A taste of the course
Putting a caller on hold
Four steps that keep callers happy.
1
Ask
Ask if the caller minds holding, and wait for the answer.
2
Explain
Say why you need them to hold and roughly how long.
3
Check back
Come back within 30 seconds, even if only to say you are still busy.
4
Thank
Thank the caller for waiting when you return.
Ready to start? Leave your number and we call you back.
Quick check
Is this course for you?
Ask yourself these three questions.
Do you answer the phone at work, or want a job where you will?
Do you want to sound confident and professional on calls?
Would you like to know what to say to difficult callers?
Three yeses? This course is for you.
How it works
From first call to certificate
EnquireLeave your number. We call you back and answer your questions.
Join a groupWe place you in the next group near you, or train your team on site.
LearnShort lessons from your facilitator, then hands-on practice.
Show your skillsA practical assessment of what you have learned.
CertificateYou receive your Injongo certificate of completion.
How you are assessed
Role-play calls
You handle practice calls, from easy to difficult, observed by your facilitator.
Knowledge check
Short questions on call handling and privacy.
Included in the course
Everything you need
Practical training with a facilitator
Role-play calls, from easy to difficult
Feedback on your voice and manner
What you leave with
Proof you can do the job
Injongo certificateShows you completed the course.
A call routineGreet, listen, act, confirm and close, on every call.
Questions
Before you enrol
Still unsure? Call or WhatsApp +27 62 495 8450.
Who is this course for?
Receptionists, reservations staff, office and admin staff, and anyone whose job includes answering the phone.
Can you train my whole team?
Yes. We can train your team at your workplace.
Is there a free option?
Yes. Speak with Confidence, our free online course, includes phone and email etiquette.
What certificate do I get?
Participants who meet Injongo's attendance and course-completion requirements receive an Injongo certificate of completion. This course does not award SAQA credits or a registered qualification.
Where is the training?
In Jeffreys Bay, Knysna, George, Plettenberg Bay, Oudtshoorn, Cape St Francis and Mossel Bay, or on site at your workplace for employer groups.
Keep exploring
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Ready, Set, Work!
Front desk & workplace
Speak with Confidence
Reserve my place
We call you back to talk through the course, the next group and any funding.
Training with a purpose.
Contact
+27 62 495 8450
WhatsApp us
[email protected]
29 Da Gama Road, Jeffreys Bay
Injongo College is the trading name of Injongo FET College (Pty) Ltd, reg. 2017/439489/07. CATHSSETA-accredited skills development provider 613/P/00381/2022. DHET-registered private college 2023/FE07/012 for NC(V) programmes. Training in Jeffreys Bay, Knysna, George, Plettenberg Bay, Oudtshoorn, Cape St Francis and Mossel Bay.