Telephone Etiquette course

Telephone Etiquette

It only takes remembering how your calls were handled at a few companies you have called, to understand the importance of Telephone Etiquette. Telephone behavior sets customer expectations of your company's ability to help. This Telephone Etiquette course provides the necessary guidelines to ensure a positive impact to all callers.

Upon completion of this course you will be able to:

Answer the phone within the recommended maximum number of rings
Know that customers begin to get upset after the maximum number of rings
Make a positive welcoming impression on customers with voice and greeting
Know how to affect voice tones and the impact they have on the customer
Know how to address customers
Know when and how to put customers "on-hold" and how to take them "off-hold"
Know the maximum time intervals in which customers can be left "on-hold"
Take messages that provide the critical information needed for an appropriate call back
End calls positively and efficiently with "long-winded" customers
Make customers feel glad the called

Course Content

Incoming Call Guidelines

Maximum rings before answering
Opening remarks
Voice tones that welcome
Addressing the customer by name

Putting the Caller "On-Hold" guidelines

How to put a caller on-hold
Maximum length of time on-hold
Taking the caller off-hold

Taking messages Guidelines

Getting critical details
What to say about returning the call

Closing the Call Guidelines

Ending the call efficiently
Making callers feel glad they called

Course Length: 3 to 4 Hours

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