Telephone Etiquette

Course 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 this course.

At the end of this training, participants 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

Table of Contents

Module One: Getting Started.

Module Two: Aspects of Phone Etiquette.

Module Three: Using Proper Phone Language.

Module Four: Eliminate Phone Distractions.

Module Five: Inbound Calls.

Module Six: Outbound Calls.

Module Seven: Handling Rude or Angry Callers.

Module Eight: Handling Interoffice Calls.

Module Nine: Handling Voicemail Messages.

Module Ten: Methods of Training Employees.

Module Eleven: Correcting Poor Telephone Etiquette.

Module Twelve: Wrapping Up.