Telephone Etiquette Training

Telephone Etiquette Training

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Telephone Etiquette Training

Telephone Etiquette Training

What is Telephone Etiquette Training?

Telephone Etiquette Training provides the skills necessary to have productive and impactful conversations. Communicating effectively through a phone is crucial for any company that depends upon customer service to increase sales or keep hold of its customer base.

Telephone Etiquette

The vital aspects of phone etiquette covered in our Telephone Etiquette and Soft Skills Training makes a great impact on customers. The business telephone etiquette displayed in organizations is indicative of the employees' willingness and ability to efficiently assist customers - both internal and external. The skills and the attitude projected over the telephone form a lasting impression in the minds of an organization's customers making it a critical customer 'touch point' - an important aspect of Customer Service Training. Communication Skills Training also play a big role in Telephone Etiquette.

It is imperative for employees to have a good understanding of business telephone etiquette in order to aid efficient information exchange. This is because virtual teams are the norm rather than the exception nowadays, and one of their primary channels of communication is the telephone.

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Hence the Telephone Etiquette Training program run by MMM Training Solutions aims at covering all aspects that makes telemarketing training successful. We help employees create a lasting impression in their customers' minds - one that shows the organization reflected in the best light possible. It focuses on developing telephone skills to deal with customers assertively, empathetically, with a sense of care and a positive attitude.

Below are listed some of the important components of the Telephone Etiquette workshop:

  • Ways to make a Good First Impression.
  • Effective Call Handling
  • Key Phases of an Outbound/Inbound Call
  • Hold Procedure
  • Dead Air
  • Using the Right Tone of Voice
  • Tips for Good Telephone Etiquette Training
  • Forbidden Phrases to Avoid
  • Body Language over the Telephone
  • Tele-conferencing skills

View our Soft Skills Training Material on Business Telephone Etiquette Training

Telephone Etiquette Training Outline

Training Agenda:

  • Telephone Etiquette Training:
    • 5 phases of a call
    • Opening
    • Needs Identification
    • Collection/verification of information
    • Providing information/potential solutions
    • Closing and next steps
  • Using PICTURE
    • P – Pitch
    • I – Inflection
    • C – Courtesy
    • T – Tone
    • U – Understanding
    • R – Rate of Speech
    • E – Enunciation
  • Non-Verbal Communication
    • Using non-verbal encouragement over the telephone
    • Tips on body language over the telephone
  • Spoken communication
    • Improving the effectiveness of communication
    • Structure of communication
    • Questioning techniques
        • Open ended questions
        • Close ended questions
        • Multiple questions
  • Leading questions
    • Listening Skills
        • Passive Listening
        • Active listening
        • Reflective Listening
    • Dealing with different kinds of customers
        • Angry customers
        • Talkative customers
        • Gatekeepers
        • Customers who are not interested
        • Customers who are pressed for time

Training Hours:

The duration of the training program will be 8 hours.