Telephone Techniques ISI-1171

Module 1Aspects of Phone Etiquette

• Phrasing
• Tone of Voice
• Speaking Clearly
• Listen to the Caller

Module 2Using 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

Module 3Eliminate Phone Distractions

• Avoid Eating or Drinking
• Minimize Multi-Tasking
• Remove Office Distractions
• Do Not Let Others Interrupt

Module 4Inbound Calls

• Avoid Long Greeting Messages
• Introduce Yourself
• Focus on Their Needs
• Be Patient

Module 5Outbound Calls

• Be Prepared
• Identify Yourself and Your Company
• Give Them the Reason for the Call
• Keep Caller Information Private

Module 6Handling Rude or Angry Callers

• Stay Calm
• Listen to the Needs
• Never Interrupt
• Identify What You Can Do For Them

Module 7Handling Interoffice Calls

• Transferring Calls
• Placing Callers on Hold
• Taking Messages
• End the Conversation

Module 8Handling 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...

Module 9Methods of Training Employees

• Group Training
• One-on-One Training
• Peer Training
• Job Shadowing

Module 10Correcting Poor Telephone Etiquette

• Screening Calls
• Employee Evaluations
• Peer Monitoring
• Customer Surveys