Telephone Etiquette

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 our Telephone Etiquette course, 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, participants will improve on almost every aspect of their career.

LevelAll levels
Price€ 49.90   € 39.90
Audio lessonsNo
Commitment4 h
CertificateYes, PDF


Module One: Getting Started
Course Objectives
Module Two: Aspects of Phone Etiquette
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 You
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 Their 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 Voicemail 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
Wrapping Up
How to get your Diploma
Action Plan

Basic information

LevelAll levels
Price€ 49.90   € 39.90
Audio lessonsNo
Commitment4 h
CertificateYes, PDF

Customer information

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Telephone Etiquette

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