Telephone Etiquette

In this growing electronic age, we often forget how important it can be to have simple telephone etiquette. Outside the ... Show more
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  • Description
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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