Using Proper Office Phone Etiquette

The use of proper telephone etiquette skills is an essential element of a customer’s experience with your organization. A failure to use the proper phone skills and etiquette that a customer expects can easily drive customers away from your organization and into the hands of your competition.

With very few exceptions, almost all employees want to provide the customer with the best service possible and ensure that they are loyal to your organization for many years to come. However many team members simply do not understand the phone skills and techniques that are necessary to provide the experience that the customer desires when calling your organization.

The solution to this lack of knowledge of what constitutes proper office phone etiquette is a phone skills training program that addresses the issues that your organization and its team members are struggling with. In our 10 steps to Telephone Excellence training video we will guide your team members through a ten step process that is sure to establish telephone etiquette excellence in your organization.

The video is broken into ten modules each addressing a different element necessary to establish proper office phone etiquette in your organization. The ten steps are:

1. Preparation – how to prepare to take a phone call and start the call on the right track.

2. A Strong Start – implementing a four part greeting that will impress the caller with your organization’s professionalism and set a standard for them to expect each and every time they call.

3. Building Rapport – techniques to build rapport with the caller to begin establishing a long term relationship with your organization.

4. On-Hold Techniques – We’ll demonstrate the proper way to place a caller on hold that will ensure the caller that he or she has not been disconnected or forgotten about.

5. Call-Transferring – there is a proper way to transfer a caller that will ensure a smooth and productive transition between team members in your organization.

6. Speaking Clearly – a little practice and warm-up activities before taking a call can ensure that your team members speak clearly and are understood by your callers.

7. Tone of Voice – we’ll offer tips for using a tone of voice that ensures your callers that your team members are there to help.

8. Positive Speech – the words we use during a phone call can have a great impact on the direction the call takes. We’ll demonstrate how to use positive language to solve customer problems and diffuse angry customers.

9. Effective Listening – we’ll offer tips to improve your team member’s active listening skills that will greatly improve your customer’s experience with you organization.

10. The Golden Rule – emphasis of why it is so important to treat others as one would like to be treated.

If you organization’s office phone etiquette is need of some improvement, the first place to start is with the basics. The Phone Coach’s 10-Steps to Telephone Excellence phone training video is a way to teach your team members the basics of practicing proper office telephone etiquette.

Want to take bring your customer’s telephone service experience to a whole new level? Bring The Phone Coach’s team of telephone customer service experts into your organization for a customer service phone training program that will leave your customer’s saying WOW!

Click the button below to purchase our office phone etiquette training video online or to request more information about our customized learning programs.

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