Customer Service Phone Etiquette - Effective Listening | ICMI
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Managing Customer Contacts with Quality

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Build agent confidence and higher customer satisfaction through basic phone etiquette and call handling techniques

Positive customer contacts begin at the moment of connection with an agent. Through ICMI’s Managing Customer Contacts with Quality course, agents will learn and practice the skills they need to be calm, courteous, and effective ambassadors for the organization.

Who should attend
  • Agents
  • Team Leads
What you will learn
  • How using courtesies, etiquette, and positive language instill confidence with customers
  • Correct techniques for greeting, closing, putting people on hold, transferring, and doing callbacks
  • Mastering voice tone and inflection for better customer experience
  • Five keys to listen effectively
  • Controlling the call and how to regain control when lost
  • Best techniques for presenting a solution to the customer to create a positive experience.
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List Price: $695

Course Duration: 1 Day

This is a 1 day instructor-led course delivered by ICMI Certified Associates. If you have questions about which course is right for you, an ICMI Account Manager is available to help. Complete the Request Information to speak with your Account Manager.

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Course Outline

Module 1 The Courtesies, Etiquette, and Positive Language

  • The Power of One
  • Comparing the agent role with that of an ambassador
  • The importance of respect, expertise, and solution to the customer experience
  • Challenges in non-face-to-face interactions
  • Telephone etiquette tips
  • How to address the customer
  • The role of small talk in a call
  • Hold and transfers: Why callers dislike them and when to use each
  • Hold technique
  • Warm and cold transfer techniques
  • Arranging and making a call back
  • Positive word choices

Module 2 Greeting and the Impact of Tone

  • Tips for starting off right
  • Ingredients of effective greetings
  • Ingredients of effective closings
  • Differences in communication between face-to-face and over the phone
  • Using your voice effectively: volume, pace, inflection, pitch, pause, and word emphasis

Module 3 Listening Effectively

  • Not interrupting
  • Show you are alive and breathing
  • Confirm the request
  • Empathize
  • Use the customer’s name

Module 4 Controlling the Call

  • Using closed and open questions
  • Recognize who is controlling the call
  • Mapping out questions to control the call
  • Pointers on control
  • How to regain control

Module 5 Presenting the Solution

  • 3 steps for getting to the solution
  • Present the solution
  • Explain why and how
  • Test acceptance
  • What to do if they don’t agree

Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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