Telephone Etiquette Course

Phone etiquette is a very useful skill to have in an employee’s toolbox, and our Telephone Etiquette class can help you develop those abilities. This training will assist your participants improve their phone abilities, giving them more confidence, increasing sales, and gaining new customers while maintaining current clients. A more confident employee is also happier, and happy employees lead to happier customers.

Our Telephone Etiquette session will teach your participants how to boost productivity and improve performance. This will create a favourable climate across your firm and have an impact on the entire organization. Recognizing the differences in abilities utilized for incoming and outgoing calls, as well as knowing how to deal with unpleasant or furious callers, makes this class an excellent investment.

INR 199 / USD 10

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