TELEPHONE ETIQUETTE FOR
EFFECTIVE CUSTOMER SERVICE

PROGRAM OVERVIEW/ BUSINESS NEEDS

Even with increased technology, voice mail, email and the Internet, employees at all levels need to provide the basic skills and effective techniques for appropriate telephone usage. Because of relentless competition and increased customer demands, the organization that is still vested in the basics of appropriate service, through telephone usage, will improve its competitive edge.

OUTCOMES OF THE PROCESS

Your organization will reap the benefits of providing skill development to its employees in a way that will increase its customer service, client interactions and internal relationships.

LEARNING OBJECTIVES

At the end of this course, participants will be able to:

Understand the department’s guidelines, standards and expectations for handling the telephone, including cell phone usage
Define “customers” and “customer service”
Understand one’s own choice and control factors when responding to adverse situations
Communicate and listen effectively to difficult callers in a professional and calm manner
Identify techniques for effective telephone usage
Identify techniques to reduce stress after a difficult interaction

CONCEPTUAL DESIGN

This course provides concrete examples, skills, techniques and practice in providing excellent customer service via the telephone. Participants will understand the telephone etiquette standards of performance by which they will be measured. Additionally, they will become empowered to solve conflicts and improved interactions with coworkers and clients.

AUDIENCE

Intact work teams or employees from a cross section of the Organization.

LENGTH

One block of 4 hours or two blocks of 2 hour sessions

SUGGESTED CLASS SIZE

Suggested number between 6 and 25 participants

INSTRUCTIONAL APPROACH

Short lectures, discussion and facilitated learning activities

FOLLOW UP to class

Skills learned in the class must be practiced and reinforced by coworkers and management. Standards must be adhered to and evaluated using performance measures from the department’s performance appraisal program.