Telephone Etiquette

Phone etiquette is a highly valuable tool to have in an employee's skill-set, and our Telephone Etiquette course will help provide those skills. This course will help participants improve their phone skills which will make them more confident, improve sales, and help gain new customers while retaining your current clientele. A more confident employee is also one that is happier, and happier employees will produce happier customers.

Through our Telephone Etiquette course, participants will learn the skills to increase productivity and improve performance. This will produce a positive environment throughout your business and influence the organization as a whole. Recognizing the different skills used between inbound and outbound calls along with knowledge on how to deal with rude or angry callers makes this course a great investment.

Completing this course will confer 2 CPD Credits towards internationally recognised Continuous Professional Development Requirements within organisations operating this kind of staff development methodology.

Course Outline

Module One: Getting Started

Module Two: Aspects of Phone Etiquette

• Phrasing
• Tone of Voice
• Speaking Clearly
• Listen to the Caller
• Case Study
• Review Questions

Module Three: Using Proper Phone Language

• Please and Thank You
• Do Not Use Slang
• Avoid Using the Term “You”
• Emphasize What You Can Do, Not What You Can’t
• Case Study
• Review Questions

Module Four: Eliminate Phone Distractions

• Avoid Eating or Drinking
• Minimize Multi-Tasking
• Remove Office Distractions
• Do Not Let Others Interrupt
• Case Study
• Review Questions

Module Five: Inbound Calls

• Avoid Long Greeting Messages
• Introduce Yourself
• Focus on Their Needs
• Be Patient
• Case Study
• Review Questions

Module Six: Outbound Calls

• Be Prepared
• Identify Yourself and Your Company
• Give Them the Reason for the Call
• Keep Caller Information Private
• Case Study
• Review Questions

Module Seven: Handling Rude or Angry Callers

• Stay Calm
• Listen to the Needs
• Never Interrupt
• Identify What You Can Do For Them
• Case Study
• Review Questions

Module Eight: Handling Interoffice Calls

• Transferring Calls
• Placing Callers on Hold
• Taking Messages
• End the Conversation
• Case Study
• Review Questions

Module Nine: Handling Voicemail Messages

• Ensure the Voice Mail Has a Proper Greeting
• Answer Important Messages Right Away
• Ensure Messages are Delivered to the Right Person
• When Leaving A Message for Others...
• Case Study
• Review Questions

Module Ten: Methods of Training Employees

• Group Training
• One-on-One Training
• Peer Training
• Job Shadowing
• Case Study
• Review Questions

Module Eleven: Correcting Poor Telephone Etiquette

• Screening Calls
• Employee Evaluations
• Peer Monitoring
• Customer Surveys
• Case Study
• Review Questions