Telephone Etiquette
Phone etiquette is a highly valuable tool to have in an employee’s skill-set, and our Telephone Etiquette workshop will help provide those skills. This course will help your participants improve their phone skills which will make them more confident, improve sales, and help gain new customers while retaining your current clientele. A more confident employee is also one that is happier, and happier employees will produce happier customers.
Through this workshop; participants will learn the skills to increase productivity and improve performance. This will produce a positive environment throughout your business and influence the organization as a whole. Recognizing the different skills used between inbound and outbound calls along with knowledge on how to deal with rude or angry callers makes this workshop a great investment.
At the end of this workshop, participants should be able to:
- 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: Getting Started
Housekeeping Items
The Parking Lot
Workshop Objectives
Action Plans Form
Evaluation Form
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
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
Recommended Reading