The importance of telephone manners and its relevance to the organisations standing and repute Practicing the relevant key skills required to be an efficient, cooperative and empathising caller through superb listening skills The significance of worthwhile and relevant questioning during a call Master easy-to-use strategies to calm down an angry customer Understand the importance of both verbal and non-verbal communication in tough situations A firm grasp on the skills required for outstanding telephone etiquettes Understand the right tone of voice, pitch and style of communicating to use during each telephone conversation.