Telephone Etiquette
Telephone Etiquette
Phone etiquette is a very useful skill to have in an employee's toolbox, and our Telephone Etiquette class can help you develop those abilities. This training will assist your participants improve their phone abilities, giving them more confidence, increasing sales, and gaining new customers while maintaining current clients. A more confident employee is also happier, and happy employees lead to happier customers.
Our Telephone Etiquette session will teach your participants how to boost productivity and improve performance. This will create a favourable climate across your firm and have an impact on the entire organization. Recognizing the differences in abilities utilized for incoming and outgoing calls, as well as knowing how to deal with unpleasant or furious callers, makes this class an excellent investment.
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