Workshop Objectives

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. With that in mind, let’s review our goals for today. At the end of this workshop, you should be able to:

  • Recognize the different aspects of telephone language

  • Properly handle inbound/outbound calls

  • Know how to handle angry or rude callers

  • Learn to receive and send phone messages

  • Know different methods of employee training

Course curriculum

  • 1

    Module One: Getting Started

    • Getting Started
    • Workshop Objectives
  • 2

    Module Two: Aspects of Phone Etiquette

    • Aspects of Phone Etiquette
    • Phrasing
    • Tone of Voice
    • Speaking Clearly
    • Listen to the Caller
    • Case Study
    • Module Two: Review Questions
  • 3

    Module Three: Using Proper Phone Language

    • 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
  • 4

    Module Four: Eliminate Phone Distractions

    • 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
  • 5

    Module Five: Inbound Calls

    • Inbound Calls
    • Avoid Long Greeting Messages
    • Introduce Yourself
    • Focus on Their Needs
    • Be Patient
    • Case Study
    • Module Five: Review Questions
  • 6

    Module Six: Outbound Calls

    • 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
  • 7

    Module Seven: Handling Rude or Angry Callers

    • 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
  • 8

    Module Eight: Handling Interoffice Calls

    • Handling Interoffice Calls
    • Transferring Calls
    • Placing Callers on Hold
    • Taking Messages
    • End the Conversation
    • Case Study
    • Module Eight: Review Questions
  • 9

    Module Nine: Handling Voicemail Messages

    • 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
  • 10

    Module Ten: Methods of Training Employees

    • Methods of Training Employees
    • Group Training
    • One-on-One Training
    • Peer Training
    • Job Shadowing
    • Case Study
    • Module Ten: Review Questions
  • 11

    Module Eleven: Correcting Poor Telephone Etiquette

    • Correcting Poor Telephone Etiquette
    • Screening Calls
    • Employee Evaluations
    • Peer Monitoring
    • Customer Surveys
    • Case Study
    • Module Eleven: Review Questions
  • 12

    Module Twelve: Wrapping Up

    • Wrapping Up
    • Words from the Wise
    • Quick Reference Sheet Download- Telephone Etiquette

Investment

Investing in yourself is one of the best return on investments you can have.