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Telephone Etiquette

Telephone Etiquette

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.

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Everything you need to teach a one-day workshop for Telephone Etiquette:

  • Training Manuals
  • PowerPoint Slides
  • Instructor's Guide
  • Quick Reference Job Aids
  • Icebreakers, Activities,
     & Exercise Files
  • Pre-Assignments,
    Pre-/Post-Assessments
  • Promotional Advertorials
  • Lesson Plans with Flip Chart Notes


Also available: training video clips, editable books, audiobook workshops, e-learning, and cloud-based LMS.

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Free Sample

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
                                                                            		 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

                                                                                                                                                      Administrative Skills

                                                                                                                                                      1. Accountability in the Workplace
                                                                                                                                                      2. Administrative Office Procedures
                                                                                                                                                      3. Administrative Support
                                                                                                                                                      4. Archiving and Records Management
                                                                                                                                                      5. Basic Bookkeeping
                                                                                                                                                      6. Business Writing
                                                                                                                                                      7. Collaborative Business Writing
                                                                                                                                                      8. Executive and Personal Assistants
                                                                                                                                                      9. Meeting Management
                                                                                                                                                      10. Organizational Skills
                                                                                                                                                      11. Social Media In The Workplace
                                                                                                                                                      12. Supply Chain Management

                                                                                                                                                      Career Development

                                                                                                                                                      1. Assertiveness And Self-Confidence
                                                                                                                                                      2. Communication Strategies
                                                                                                                                                      3. Creative Problem Solving
                                                                                                                                                      4. Creativity: Thinking Outside the Box
                                                                                                                                                      5. Developing Creativity
                                                                                                                                                      6. Digital Citizenship
                                                                                                                                                      7. Entrepreneurship
                                                                                                                                                      8. Interpersonal Skills
                                                                                                                                                      9. mLearning Essentials
                                                                                                                                                      10. Negotiation Skills
                                                                                                                                                      11. Personal Branding
                                                                                                                                                      12. Project Management
                                                                                                                                                      13. Telework And Telecommuting
                                                                                                                                                      14. Ten Soft Skills You Need
                                                                                                                                                      15. The Cloud and Business
                                                                                                                                                      16. Time Management
                                                                                                                                                      17. Women in Leadership

                                                                                                                                                      Human Resources

                                                                                                                                                      1. Business Succession Planning
                                                                                                                                                      2. Contract Management
                                                                                                                                                      3. Crisis Management
                                                                                                                                                      4. Developing a Lunch and Learn
                                                                                                                                                      5. Diversity and Inclusion
                                                                                                                                                      6. Employee Onboarding
                                                                                                                                                      7. Employee Recruitment
                                                                                                                                                      8. Employee Termination Processes
                                                                                                                                                      9. Generation Gaps
                                                                                                                                                      10. Health and Wellness at Work
                                                                                                                                                      11. Hiring Strategies
                                                                                                                                                      12. Human Resource Management
                                                                                                                                                      13. Managing Workplace Harassment
                                                                                                                                                      14. Measuring Results From Training
                                                                                                                                                      15. Millennial Onboarding
                                                                                                                                                      16. Office Health And Safety
                                                                                                                                                      17. Sensitivity Training
                                                                                                                                                      18. Talent Management
                                                                                                                                                      19. Train-The-Trainer
                                                                                                                                                      20. Unconscious Bias
                                                                                                                                                      21. Universal Safety Practices
                                                                                                                                                      22. Workplace Diversity
                                                                                                                                                      23. Workplace Harassment
                                                                                                                                                      24. Workplace Violence

                                                                                                                                                      Personal Development

                                                                                                                                                      1. Adult Learning - Mental Skills
                                                                                                                                                      2. Adult Learning - Physical Skills
                                                                                                                                                      3. Anger Management
                                                                                                                                                      4. Attention Management
                                                                                                                                                      5. Being A Likeable Boss
                                                                                                                                                      6. Critical Thinking
                                                                                                                                                      7. Emotional Intelligence
                                                                                                                                                      8. Emotional Intelligence at Work
                                                                                                                                                      9. Goal Setting and Getting Things Done
                                                                                                                                                      10. Improving Mindfulness
                                                                                                                                                      11. Improving Self-Awareness
                                                                                                                                                      12. Increasing Your Happiness
                                                                                                                                                      13. Job Search Skills
                                                                                                                                                      14. Life Coaching Essentials
                                                                                                                                                      15. Managing Personal Finances
                                                                                                                                                      16. Managing Workplace Anxiety
                                                                                                                                                      17. Personal Productivity
                                                                                                                                                      18. Public Speaking
                                                                                                                                                      19. Social Intelligence
                                                                                                                                                      20. Social Learning
                                                                                                                                                      21. Stress Management
                                                                                                                                                      22. Taking Initiative
                                                                                                                                                      23. Trust Building and Resilience
                                                                                                                                                      24. Work-Life Balance

                                                                                                                                                      Sales And Marketing

                                                                                                                                                      1. Body Language Basics
                                                                                                                                                      2. Call Center Training
                                                                                                                                                      3. Coaching Salespeople
                                                                                                                                                      4. Contact Center Training
                                                                                                                                                      5. Creating a Great Webinar
                                                                                                                                                      6. Employee Recognition
                                                                                                                                                      7. Event Planning
                                                                                                                                                      8. High Performance Teams Inside the Company
                                                                                                                                                      9. High Performance Teams Remote Workforce
                                                                                                                                                      10. In Person Sales
                                                                                                                                                      11. Internet Marketing Fundamentals
                                                                                                                                                      12. Marketing Basics
                                                                                                                                                      13. Media And Public Relations
                                                                                                                                                      14. Motivating Your Sales Team
                                                                                                                                                      15. Multi-Level Marketing
                                                                                                                                                      16. Overcoming Sales Objections
                                                                                                                                                      17. Presentation Skills
                                                                                                                                                      18. Proposal Writing
                                                                                                                                                      19. Prospecting and Lead Generation
                                                                                                                                                      20. Sales Fundamentals
                                                                                                                                                      21. Servant Leadership
                                                                                                                                                      22. Social Media Marketing
                                                                                                                                                      23. Telephone Etiquette
                                                                                                                                                      24. Top 10 Sales Secrets
                                                                                                                                                      25. Trade Show Staff Training

                                                                                                                                                      Supervisors And Managers

                                                                                                                                                      1. Budgets And Financial Reports
                                                                                                                                                      2. Coaching And Mentoring
                                                                                                                                                      3. Conducting Annual Employee Reviews
                                                                                                                                                      4. Developing New Managers
                                                                                                                                                      5. Employee Motivation
                                                                                                                                                      6. Facilitation Skills
                                                                                                                                                      7. Knowledge Management
                                                                                                                                                      8. Leadership And Influence
                                                                                                                                                      9. Lean Process And Six Sigma
                                                                                                                                                      10. Manager Management
                                                                                                                                                      11. Middle Manager
                                                                                                                                                      12. Office Politics For Managers
                                                                                                                                                      13. Performance Management
                                                                                                                                                      14. Self-Leadership
                                                                                                                                                      15. Supervising Others
                                                                                                                                                      16. Team Building Through Chemistry
                                                                                                                                                      17. Virtual Team Building And Management

                                                                                                                                                      Workplace Essentials

                                                                                                                                                      1. Appreciative Inquiry
                                                                                                                                                      2. Business Acumen
                                                                                                                                                      3. Business Ethics
                                                                                                                                                      4. Business Etiquette
                                                                                                                                                      5. Change Management
                                                                                                                                                      6. Civility In The Workplace
                                                                                                                                                      7. Conflict Resolution
                                                                                                                                                      8. Customer Service
                                                                                                                                                      9. Customer Support
                                                                                                                                                      10. Cyber Security
                                                                                                                                                      11. Delivering Constructive Criticism
                                                                                                                                                      12. Developing Corporate Behavior
                                                                                                                                                      13. Handling a Difficult Customer
                                                                                                                                                      14. Networking Outside the Company
                                                                                                                                                      15. Networking Within the Company
                                                                                                                                                      16. Respect in the Workplace
                                                                                                                                                      17. Risk Assessment and Management
                                                                                                                                                      18. Safety In The Workplace
                                                                                                                                                      19. Team Building For Managers
                                                                                                                                                      20. Teamwork And Team Building