Telephone Etiquette

Module One: Getting Started
Course Objectives
 
Module Two: Aspects of Phone Etiquette
Phrasing
Tone of Voice
Speaking Clearly
Listen to the Caller
Case Study
Module Two: Review Questions
 
Module Three: 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 Three: Review Questions
 
Module Four: Eliminate Phone Distractions
Avoid Eating or Drinking
Minimize Multi-Tasking
Remove Office Distractions
Do Not Let Others Interrupt
Case Study
Module Four: Review Questions
 
Module Five: Inbound Calls
Avoid Long Greeting Messages
Introduce Yourself
Focus on Their Needs
Be Patient
Case Study
Module Five: Review Questions
 
Module Six: Outbound Calls
Be Prepared
Identify Yourself and Your Company
Give Them the Reason for the Call
Keep Caller Information Private
Case Study
Module Six: Review Questions
 
Module Seven: Handling Rude or Angry Callers
Stay Calm
Listen to the Needs
Never Interrupt
Identify What You Can Do For Them
Case Study
Module Seven: Review Questions
 
Module Eight: Handling Interoffice Calls
Transferring Calls
Placing Callers on Hold
Taking Messages
End the Conversation
Case Study
Module Eight: Review Questions
 
Module Nine: 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 Nine: Review Questions
 
Module Ten: Methods of Training Employees
Group Training
One-on-One Training
Peer Training
Job Shadowing
Case Study
Module Ten: Review Questions
 
Module Eleven: Correcting Poor Telephone Etiquette
Screening Calls
Employee Evaluations
Peer Monitoring
Customer Surveys
Case Study
Module Eleven: Review Questions
 
Module Twelve: Wrapping Up
Words from The Wise
Lessons Learned
Recommended Reading