BUY COURSE NOW - online self directed

Through our Telephone Etiquette workshop, participants will learn the skills needed to increase productivity and improve performance when conducting business over the phone. This course will help participants improve their phone skills which will make them more confident, improve sales, and help gain new customers while retaining your current client base. Recognizing the different skills used between inbound and outbound calls, along with the knowledge on how to deal with difficult callers makes this workshop a great investment.

*This course pairs well with Contact Centre Training to provide comprehensive training for those new to contact canter and customer support

Course Objectives:

• Recognize the different aspects of telephone language
• Properly handle inbound/outbound calls
• Learn how to handle angry or rude callers
• Learn to receive and send phone messages
• Learn different methods of employee training

Course Outline:



Telephone Etiquette

Module One: Aspects of Phone Etiquette

• Phrasing

• Tone of Voice

• Speaking Clearly

• Listen to the Caller

• Case Study

• Module One: Review Questions

Module Two: Using Proper Phone Language

• Please / Thank You

• Slang

• “You” statements

• What You Can Do

• Case Study

• Module Two: Review Questions

Module Three: Eliminate Phone Distractions

• Eating and Drinking

• Multi-Tasking

• Office Distractions

• Interruptions

• Case Study

• Module Three: Review Questions

Module Four: Inbound Calls

• Greeting Messages

• Introducing Yourself

• Focus on Needs

• Be Patient

• Case Study

• Module Four: Review Questions

Module Five: Outbound Calls

• Be Prepared

• Identify Yourself

• Provide a Reason

• Confidentiality

• Case Study

• Module Five: Review Questions

Module Six: Handling Rude or Angry Callers

• Stay Calm

• Listen

• Provide Time

• Provide Support

• Case Study

• Module Six: Review Questions

Module Seven: Handling Interoffice Calls

• Transferring Calls

• Placing Callers on Hold

• Taking Messages

• End the Conversation

• Case Study

• Module Seven: Review Questions

Module Eight: Handling Voicemail Messages

• Proper Greeting

• Important Messages

• Deliver Messages

• Leaving A Message

• Case Study

• Module Eight: Review Questions

Module Nine: Methods of Training Employees

• Group Training

• One-on-One Training

• Peer Training

• Job Shadowing

• Case Study

• Module Nine: Review Questions

Module Ten: Correcting Poor Telephone Etiquette

• Screening Calls

• Employee Evaluations

• Peer Monitoring

• Customer Surveys

• Case Study

• Module Ten: Review Questions

Module Eleven: Assignment Review / Wrap Up