Telephone Etiquette

Introduction

• Course Objectives

Module 1: Aspects of Phone Etiquette

• Phrasing
• Tone of Voice
• Speaking Clearly
• Listen to the Caller
• Knowledge Check

Module 2: 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
• Knowledge Check

Module 3: Eliminate Phone Distractions

• Avoid Eating or Drinking
• Minimize Multi-Tasking
• Remove Office Distractions
• Do Not Let Others Interrupt You
• Knowledge Check

Module 4: Inbound Calls

• Avoid Long Greeting Messages
• Introduce Yourself
• Focus on Their Needs
• Be Patient
• Knowledge Check

Module 5: Outbound Calls

• Be Prepared
• Identify Yourself and Your Company
• Give Them the Reason for the Call
• Keep Caller Information Private
• Knowledge Check

Module 6: Handling Rude or Angry Callers

• Stay Calm
• Listen to Their Needs
• Never Interrupt
• Identify What You Can Do for Them
• Knowledge Check

Module 7: Handling Interoffice Calls

• Transferring Calls
• Placing Callers on Hold
• Taking Messages
• End the Conversation
• Knowledge Check

Module 8: Handling Voicemail Messages

• Ensure the Voicemail Has a Proper Greeting
• Answer Important Messages Right Away
• Ensure Messages are Delivered to the Right Person
• When Leaving a Message for Others
• Knowledge Check

Module 9: Methods of Training Employees

• Group Training
• One-on-One Training
• Peer Training
• Job Shadowing
• Knowledge Check

Module 10: Correcting Poor Telephone Etiquette

• Screening Calls
• Employee Evaluations
• Peer Monitoring
• Customer Surveys
• Knowledge Check

Assessment

• Post Test