Telephone Etiquette

About the Workshop

The meaning of Telephone Skills 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 our Telephone Skills workshop, your participants will begin to see how important it is to develop better telephone communication skills. By improving how they communicate on the telephone and improve basic communication skills, your participants will improve on almost every aspect of their 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

Covered Topics

1. Aspects of Phone Skills

a. Phrasing

b. Tone of Voice

c. Speaking Clearly

d. Listen to the Caller

e. Case Study

f. Review Questions

2. Using Proper Phone Language

a. Please and Thank You

b. Do Not Use Slang

c. Avoid Using the Term “You”

d. Emphasize What You Can Do, Not What You Can’t

e. Case Study

f. Review Questions

3. Eliminate Phone Distractions

a. Avoid Eating or Drinking

b. Minimize Multi-Tasking

c. Remove Office Distractions

d. Do Not Let Others Interrupt You

e. Case Study

f. Review Questions

4. Inbound Calls

a. Avoid Long Greeting Messages

b. Introduce Yourself

c. Focus on Their Needs

d. Be Patient

e. Case Study

f. Review Questions

5. Outbound Calls

a. Be Prepared

b. Identify Yourself and Your Company

c. Give Them the Reason for the Call

d. Keep Caller Information Private

e. Case Study

f. Review Questions

6. Handling Rude or Angry Callers

a. Stay Calm

b. Listen to Their Needs

c. Never Interrupt

d. Identify What You Can Do for Them

e. Case Study

f. Review Questions

7. Handling Interoffice Calls

a. Transferring Calls

b. Placing Callers on Hold

c. Taking Messages

d. End the Conversation

e. Case Study

f. Review Questions

8. Handling Voicemail Messages

a. Ensure the Voicemail Has a Proper Greeting

b. Answer Important Messages Right Away

c. Ensure Messages are Delivered to the Right Person

d. When Leaving a Message for Others

e. Case Study

f. Review Questions

9. Methods of Training Employees

a. Group Training

b. One-on-One Training

c. Peer Training

d. Job Shadowing

e. Case Study

f. Review Questions

10. Correcting Poor Telephone Skills

a. Screening Calls

b. Employee Evaluations

c. Peer Monitoring

d. Customer Surveys

e. Case Study

f. Review Questions

11. Wrapping Up

a. Words from the Wise

b. Review of Parking Lot

Duration: 6 hours