Course Synopsis

The meaning of Telephone Etiquette can sometimes be difficult to describe. It can be a unique attribute or characteristic that facilitates great communication, inside and outside the office. It can be the special way that you show confidence in any challenging situation. These and other events can become more easily managed with this great workshop. With this workshop, you will begin to see how important it is to develop better telephone communication skills. By improving how you communicate on the telephone and improve basic communication skills, you will improve on almost every aspect of your career.

 Workshop 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 curriculum

  • 1

    Getting Started

    • Module 1 - Introduction

    • Module 1 - Getting Started

    • Module 1 - Workshop Objectives
  • 2

    Aspects of Phone Ettiquette

    • Module 2 - Aspects of Phone Etiquette

    • Module 2 - Phrasing

    • Module 2 - Tone of Voice

    • Module 2 - Speaking Clearly

    • Module 2 - Listen to the Caller

    • Module 2 - Case Study

    • Module 2 - Video

    • Module 2 - Quiz

  • 3

    Using Proper Phone Language

    • Module 3 - Using Proper Language

    • Module 3 - Please and Thank You

    • Module 3 - Do Not Use Slang

    • Module 3 - Avoid Using the Term "You"

    • Module 3 - Emphasize What You Can Do Not What You Can't

    • Module 3 - Case Study

    • Module 3 - Video

    • Module 3 - Quiz

  • 4

    Eliminate Distractions

    • Module 4 - Eliminate Phone Distractions

    • Module 4 - Avoid Eating or Drinking

    • Module 4 - Minimize Multi-Tasking

    • Module 4 - Remove Office Distractions

    • Module 4 - Do Not Let Others Interrupt You

    • Module 4 - Case Study

    • Module 4 - Video

    • Module 4 - Quiz

  • 5

    Inbound Calls

    • Module 5 - Inbound Calls

    • Module 5 - Avoid Long Greeting Messages

    • Module 5 - Focus on your Needs

    • Module 5 - Be Patient

    • Module 5 - Case Study

    • Module 5 - Video

    • Module 5 - Quiz
  • 6

    Outbound Calls

    • Module 6 - Outbound Calls

    • Module 6 - Be Prepared

    • Module 6 - Identify Yourself and Your Company

    • Module 6 - Give Them the Reason for the Call

    • Module 6 - Keep Caller Information Private

    • Module 6 - Case Study

    • Module 6 - Video

    • Module 6 - Quiz

  • 7

    Handling Rude or Angry Callers

    • Module 7 - Handling Rude or Angry Customers

    • Module 7 - Stay Calm

    • Module 7 - Listen to their Needs

    • Module 7 - Never Interrupt

    • Module 7 - Identify What You Can Do for Them

    • Module 7 - Case Study

    • Module 7 - Video

    • Module 7 - Quiz
  • 8

    Handling Interoffice Calls

    • Module 8 - Handling Interoffice Calls

    • Module 8 - Transferring Calls

    • Module 8 - Placing Callers on Hold

    • Module 8 - Taking Messages

    • Module 8 - End the Conversation

    • Module 8 - Case Study

    • Module 8 - Video

    • Module 8 - Quiz
  • 9

    Handling Voicemail Messages

    • Module 9 - Handling Voicemail Messages

    • Module 9 - Ensure the Voicemail Has Proper Greeting

    • Module 9 - Answer Important Messages Right Away

    • Module 9 - Ensure Messages are Delivered to the Right Person

    • Module 9 - When Leaving a Message for Others

    • Modoule 9 - Case Study

    • Module 9 - Video

    • Module 9 - Quiz

  • 10

    Methods of Training Employees

    • Module 10 - Methods of Training Employees

    • Module 10 - Group Training

    • Module 10 - One-on-One Training

    • Module 10 - Peer Training

    • Module 10 - Job Shadowing

    • Module 10 - Case Study

    • Module 10 - Video

    • Module 10 - Quiz
  • 11

    Correcting Poor Telephone Etiquette

    • Module 11 - Correcting Poor Telephone Etiquette

    • Module 11 - Screening Calls

    • Module 11 - Employee Evaluations

    • Module 11 - Peer Monitoring

    • Module 11 - Customer Surveys

    • Module 11 - Case Study

    • Module 11 - Video

    • Module 11 - Quiz
  • 12

    Wrapping Up

    • Module 12 - Wrapping Up

Telephone Etiquette