WCLI Telephone Etiquette
In this growing electronic age, we often forget how important it can be to have simple telephone etiquette. Outside the realm of texting and emails, many people still use the telephone as a primary source of communication. Knowing the proper etiquette and procedures for speaking with someone on the telephone can show a great deal of professionalism as well as social knowledge.
Course Core 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, 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
Module 1: Aspects of Phone EtiquetteTopic A: PhrasingTopic B: Tone of VoiceTopic C: Speaking ClearlyTopic D: Listen to the Caller
Module 2: Using Proper Phone LanguageTopic A: Please and Thank YouTopic B: Do Not Use SlangTopic C: Avoid Using the Term “You”Topic D: Emphasize What You Can Do, Not What You Can’t
Module 3: Eliminate Phone DistractionsTopic A: Avoid Eating or DrinkingTopic B: Minimize Multi-TaskingTopic C: Remove Office DistractionsTopic D: Do Not Let Others Interrupt You
Module 4: Inbound CallsTopic A: Avoid Long Greeting MessagesTopic B: Introduce YourselfTopic C: Focus on Their NeedsTopic D: Be Patient
Module 5: Outbound CallsTopic A: Be PreparedTopic B: Identify Yourself and Your CompanyTopic C: Give Them the Reason for the CallTopic D: Keep Caller Information Private