Phone etiquette is a highly valuable
tool to have in an employee's skill-set, and our Telephone Etiquette
workshop will help provide those skills. This course will help your
participants improve their phone skills which will make them more confident,
improve sales, and help gain new customers while retaining your current
clientele. A more confident employee is also one that is happier, and happier
employees will produce happier customers.
Through
our Telephone
Etiquette workshop your participants will learn
the skills to increase productivity and improve performance. This will
produce a positive environment throughout your business and influence the
organization as a whole. Recognizing the different skills used between
inbound and outbound calls along with knowledge on how to deal with rude or
angry callers makes this workshop a great investment.
Telephone Etiquette
Outline:
Module One: Getting Started
- Housekeeping Items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plan
Module Two: Aspects of Phone Etiquette
- Phrasing
- 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
- 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
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Module Seven: Handling Rude or Angry Callers
- Stay Calm
- Listen to the 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 Voice Mail 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
- Words From The Wise
- Review Of The Parking Lot
- Lessons Learned
- Recommended Reading
- Completion Of Action Plans And Evaluations
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