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Instruction on how to use

Handling Rude or Angry Callers

Home Handling Rude or Angry Callers

Telephone Etiquette

Module 1

Getting Started Telephone Etiquette
Workshop Objectives Telephone Etiquette

Module 2

Aspects of Phone Etiquette
Phrasing
Tone of Voice
Speaking Clearly
Listen to the Caller
Case Study: Module 2 – Telephone Etiquette

Module 3

Using 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
Case Study: Module 3 – Telephone Etiquette

Module 4

Eliminate Phone Distractions
Avoid Eating or Drinking
Minimize Multi-Tasking
Remove Office Distractions
Do Not Let Others Interrupt You
Case Study: Module 4 – Telephone Etiquette

Module 5

Inbound Calls
Avoid Long Greeting Messages
Introduce Yourself
Focus on Their Needs
Be Patient
Case Study: Module 5 – Telephone Etiquette

Module 6

Be Prepared
Identify Yourself and Your Company
Give Them the Reason for the Call
Keep Caller Information Private
Case study: Module 6 - Telephone Etiquette

Module 7

Handling Rude or Angry Callers
Stay Calm
Listen to Their Needs
Never Interrupt
Identify What You Can Do for Them
Case Study: Module 7 – Telephone Etiquette

Module 8

Handling Interoffice Calls
Transferring Calls
Placing Callers on Hold
Taking Messages
End the Conversation
Case Study: Module 8 – Telephone Etiquette

Module 9

Handling Voicemail Messages
Ensure the Voicemail Has a Proper Greeting
Answer Important Messages Right Away
Ensure Messages are Delivered to the Right Person
When Leaving a Message for Others
Case Study: Module 9 – Telephone Etiquette

Module 10

Methods of Training Employees
Group Training
One-on-One Training
Peer Training
Job Shadowing
Case Study: Module 10 – Telephone Etiquette

Module 11

Feeling Isolated
Correcting Poor Telephone Etiquette
Screening Calls
Employee Evaluations
Peer Monitoring
Customer Surveys
Case Study: Module 11 – Telephone Etiquette

Module 12

Wrapping Up

You must first complete Case study: Module 6 – Telephone Etiquette before viewing this Lesson

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