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