In this growing electronic age, we often forget how important it can be to have simple telephone etiquette. Outside the realm of texting and emails, many people still use the telephone as a primary source of communication. Knowing the proper etiquette and procedures for speaking with someone on the telephone can show a great deal of professionalism as well as social knowledge.

 

Course Outline


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

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