The workshop trains the employees the telephone skills and etiquette required at the 5-star level of service. It trains the essential telephone language, intonation, skills, and etiquette that are essential to creating an impressive telephone image, in particular when answering the phone, putting a caller on hold, transferring calls, taking messages, and concluding a telephone call.

The workshop also shows the participants how to apply the fundamentals of using the telephone, especially smiling, posture, pitch, speaking rate, volume, and avoiding the use of dull phrases. There is special emphasis on applying the principles with the spiritual core values of Heart-Based Hospitality.

This workshop also includes an inspirational element to build self-confidence and to increase the emotional effect of telephone use on the guests.