Telephone Etiquette

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Course Description

Proper telephone etiquette is essential for effective communication, both within the workplace and with external stakeholders. It reflects professionalism, builds confidence in challenging situations, and enhances everyday interactions with customers and colleagues.

Our Telephone Etiquette course focuses on developing strong telephone communication skills. Participants will learn techniques to improve clarity, professionalism, and basic communication skills, positively impacting all aspects of their career and workplace relationships.

10+

Hours

62

Lectures

$60

Price

WHAT TO EXPECT

Learning Objectives

  • Recognize the different aspects of telephone language
  • Properly handle inbound/outbound calls
  • Know how to handle angry or rude callers
  • Learn to receive and send phone messages
  • Know different methods of employee training

Course Outline

Module One: Aspects of Phone Etiquette

  • Phrasing
  • Tone of Voice
  • Speaking Clearly
  • Listen to the Caller
  • Case Study
  • Module One: Review Questions

Module Two: 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
  • Case Study
  • Module Two: Review Questions

Module Three: Eliminate Phone Distractions

  • Avoid Eating or Drinking
  • Minimize multi-tasking
  • Remove Office Distractions
  • Do Not Let Others Interrupt
  • Case Study
  • Module Three: Review Questions

Module Four: Inbound Calls

  • Avoid Long Greeting Messages
  • Introduce Yourself
  • Focus on Their Needs
  • Be Patient
  • Case Study
  • Module Four: Review Questions

Module Five: Outbound Calls

  • Be Prepared
  • Identify Yourself and Your Company
  • Give Them the Reason for the Call
  • Keep Caller Information Private
  • Case Study
  • Module Five: Review Questions

Module Six: Handling Rude or Angry Callers

  • Stay Calm
  • Listen to the Needs
  • Never Interrupt
  • Identify What You Can Do For Them
  • Case Study
  • Module Six: Review Questions

Module Seven: Handling Interoffice Calls

  • Transferring Calls
  • Placing Callers on Hold
  • Taking Messages
  • End the Conversation
  • Case Study
  • Module Seven: Review Questions

Module Eight: Handling Voicemail Messages

  • Ensure the Voice Mail Has a Proper Greeting
  • Answer Important Messages Right Away
  • Ensure Messages are Delivered to the Right Person
  • When Leaving A Message for Others...
  • Case Study
  • Module Eight: Review Questions

Module Nine: Methods of Training Employees

  • Group Training
  • One-on-One Training
  • Peer Training
  • Job Shadowing
  • Case Study
  • Module Nine: Review Questions

Module Ten: Correcting Poor Telephone Etiquette

  • Screening Calls
  • Employee Evaluations
  • Peer Monitoring
  • Customer Surveys
  • Case Study
  • Module Ten: Review Questions

Assessment