Telephone Etiquette

Sales & Marketing


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 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 Course Outline:

Module One: Getting Started
Pre-Assignment Review
Workshop 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
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 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
Lessons Learned
Recommended Reading
Completion Of Action Plans And Evaluations

  • Quick Overview - Telephone Etiquette
  • Tutorials & Quizzes
  • Telephone Etiquette
  • Activities
  • 01-Improving My Speech
  • 02-Improving My Listening Skills
  • 03-Improving My Manners
  • 04-What Is Slang
  • 05-Avoid Saying You
  • 06-Minimize My Multi-Tasking
  • 07-My Office Distractions
  • 08-Learning to Focus
  • 09-Becoming More Patient
  • 10-My Preparation Skills
  • 11-Ways to Stay Calm
  • 12-What Can I Do
  • 13-My Tips For Taking Messages
  • 14-Ways to End a Conversation
  • 15-Urgent vs Normal
  • 16-Stay Connected Within the Office
  • 17-Leaving a Message
  • 18-One-on-One Training Pros and Cons
  • 19-Peer Training Pros and Cons
  • 20-Job Shadowing Pros and Cons
  • Telephone Etiquette Action Plan Form
  • Telephone Etiquette Recommended Reading List
Completion rules
  • All units must be completed
  • Leads to a certification with a duration: Forever