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Telephone Etiquette

Course Overview

In this course, students will learn about different types of calls and the etiquette associated with them.

Who Should Attend

This course is intended for individuals who want to improve their phone skills.

Course Objectives

Upon successful completion of this course, students will be more confident in handling the phone, resulting in new customers while retaining current clientele.

Course Outline

1 - GETTING STARTED

  • Housekeeping Items
  • Pre-Assignment Review
  • Workshop Objectives
  • The Parking Lot
  • Action Plan

2 - ASPECTS OF PHONE ETIQUETTE

  • Phrasing
  • Tone of Voice
  • Speaking Clearly
  • Listen to the Caller
  • Case Study

3 - 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

4 - ELIMINATE PHONE DISTRACTIONS

  • Avoid Eating or Drinking
  • Minimize Multi-Tasking
  • Remove Office Distractions
  • Do Not Let Others Interrupt
  • Case Study

5 - INBOUND CALLS

  • Avoid Long Greeting Messages
  • Introduce Yourself
  • Focus on Their Needs
  • Be Patient
  • Case Study

6 - OUTBOUND CALLS

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

7 - HANDLING RUDE OR ANGRY CALLERS

  • Stay Calm
  • Listen to the Needs
  • Never Interrupt
  • Identify What You Can Do For Them

8 - HANDLING INTEROFFICE CALLS

  • Transferring Calls
  • Placing Callers on Hold
  • Taking Messages
  • End the Conversation
  • Case Study

9 - 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

10 - METHODS OF TRAINING EMPLOYEES

  • Group Training
  • One-on-One Training
  • Peer Training
  • Job Shadowing
  • Case Study

11 - CORRECTING POOR TELEPHONE ETIQUETTE

  • Screening Calls
  • Employee Evaluations
  • Peer Monitoring
  • Customer Surveys
  • Case Study

12 - WRAPPING UP

  • Words From The Wise
  • Review Of The Parking Lot
  • Lessons Learned
  • Recommended Reading
  • Completion Of Action Plans And Evaluations

Enroll Today

This is a 1-day class

Price: $395.00
Payment Options

ILT Instructor‑Led Training

OLL Online LIVE

GTR  Guaranteed to Run

Class times are listed Eastern time. This class is available for Private Group Training

To sort by location or date, click the ‘When’ and ‘Where’ column headings.

Cart When Time   Where How
12/06/2019 9:00AM - 5:00PM GTR Online LIVE OLL
03/24/2020 9:00AM - 5:00PM GTR Online LIVE OLL
06/15/2020 9:00AM - 5:00PM GTR Online LIVE OLL

Class times are listed Eastern time
This class is available for Private Group Training