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Phone Etiquette Training 【Various training including call center skills, customer complaint handling, etc.】

This training teaches participants basic telephone manners for day-to-day business operations. Participants will learn how to make a great impression over the phone.

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Improve telephone skills needed for day-to-day business operations.

Who Benefits the Most

New Employee Young employees

For those who want to review their basic telephone skills at work.
For those who want to develop problem-solving skills for call handling.
For those who want to improve customer satisfaction.

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Lineup Overview Feature Curriculum

2023/03/15 Information updated

Training in this category helps resolve further issues and concerns

For those who are worried about the new employees' attitude and way of speaking towards customers over the phone.
For those who are concerned about using inappropriate language at work.
For those who keep repeating themselves on the phone and irritate clients.
For those who want the new employees to improve phone etiquette that leads to customer satisfaction.

Phone Etiquette Training Overview

The goal of this training is to improve call handling skills for day-to-day business operations.

Call handling is one of the common daily tasks in any business. This is an important task as employees are directly communicating with the customers.The goal of this training is to improve the overall call handling skills that lead to customer satisfaction.

Key points of call handling.

The key skills needed for any communication over the phone are goal-oriented mindsets and communication skills. Call handling is more than just answering phone calls.It is about communication with a goal-oriented mindset.

Features of Phone Etiquette Training

Reskill's Phone Etiquette Training has the following features.

Leads An To Improvement On The Company Image

Generally speaking, most people would consider phone etiquette as a basic business skill.

However, our training program teaches participants how to impress customers and improve customer satisfaction as well as the company image.

This training can be tailored to meet your specific needs.

We offer customized training programs to meet different company needs such as phone etiquette training for new employees, complaint handling training, etc.

If you can't find the courses you are interested in on our website, please feel free to contact us and one of our representatives will get back to you with a training plan in one business day.

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Lineup of Phone Etiquette Training

Phone Etiquette Training

This training teaches participants basic telephone manners for day-to-day business operations. Participants will learn how to make a great impression over the phone.

Training Course Title		Training Duration
	In-company Professional Phone Etiquette Training [Raising customer satisfaction]	6 hours (Can be changed)

Call Center Operator Training

This training reviews the purpose of a call center and teaches phone skills that increase customer satisfaction.

Training Course Title		Training Duration
	In-company Call Center Representative Training [Learn the basic skills]	6 hours (Can be changed)

Training Curriculum

Here is an example of a curriculum for Phone Etiquette Training. Please use it as a reference for the flow of the training.

01Basic understanding of professional phone etiquette
Goal
Understand what is expected in a business phone call, and reflect on your current skills
- Opening workshop: What is Customer Satisfaction (CS)?
- Correct mindset and attitude for telephone operators
- Acknowledge that you are representing the company
- Think and respond from the customer's point of view
- Acknowledge that the customer is always watching
- Establish a long-term relationship with the customer
- Make efforts to deepen your knowledge of the business
02Basic professional phone etiquette
Goal
Understanding basic professional phone etiquette
- Basic phone manners
- Telephone phrases
- Importance of the tone of voice and the choice of words
03How to answer and make phone calls
Goal
Learn the basics of how to answer and make phone calls
- How to answer phone calls
- Key points when answering phone calls
- How to make a phone call
- 3-point speech
- Workshop: Communicate using the PREP method
- Workshop: Introduce your company's products and services using the three-point speech method
- Commonly-used expressions per situation
04How to make a positive impression over the phone
Goal
Learn professional phone etiquette that leaves a good impression
- Workshop: The tone and language that makes a good impression
- How to leave a good impression and make your caller feel great
- Use the right tone
- Match your callers pace
- Respond with affirmations
- Workshop: Practice pacing and how to respond with affirmations
- Workshop: Improve your professional phone skills
05Customer Complaint Handling
Goal
Learn professional phone etiquette that leaves a good impression
- Previous Complaints Received
- Causes of complaints:
- Common mistakes in complaint handling:
- Step 1: Make an apologies/ Step 2: Listen attentively
- Step 3: Empathize to the customer's feelings / Step 4: Check the facts
- Step 5: Propose solutions or alternatives / Step 6: Apologize and express gratitude
- Handling complaints over the phone.
LASTRole-playing
Goal
Learn practical phone skills through role-playing
- Casework: When you are unable to connect to the right person when there’s an urgent matter at hand
- Casework: Give a customer directions to the office
- Casework: Request a quotation
- Workshop: Summarize feedback
- Workshop: Action plan