Telephone Etiquette


The telephone plays a major part in daily operations for most businesses, and is one of the most common ways customers interface with employees and the organization. An organization reputation for service depends on how professional the operator of the telephone handles incoming and outgoing calls. The operator of the telephone has the ability to encourage repeat business, offer exceptional customer service and build customer relationships.



Learning Outcome

At the end of the course, participants will be able to:
• Answer telephone calls professionally
• Learn techniques to efficiently respond to a customer call
• Handle customer’s concern or complaint with empathy and understand
• Build rapport with customers and provide solutions and raise customer satisfaction
• Come up with a personal action plan on how they can apply their learning to day to day work schedule

Course Content

Your Greatest Tools – Tonality & Words
• The Impact of Tonality on The Telephone
• Tonality Techniques
• Choosing The Right Words
• Words Customers Do Not Want To Hear
• The Skills of The Customer Service Agent

Telephone Procedures
• Answering the Phone Promptly
• Reflecting the Right Image
• Being Present With The Caller
• Preparing Before Responding
• Your Standard Greeting
• The Phonetic Alphabet

Processing Incoming And Outgoing Calls
• Transferring Calls Effectively
• Calls on Hold Principles
• Taking Accurate Messages
• Handling Several Calls
• Closing The Call Professionally

Communication Tools
• The Impact of First Impressions
• The 80:20 Rule of Listening
• Asking The Right Questions
• Probing Techniques

The Challenging Caller
• Dealing With Customers Complaints Effectively
• Strategies for Dealing With Aggressive Behavior
• Being Proactive, Rather Than Reactive
• Listening, Empathizing, Apologizing and Solution Finding