Getting Started

• Housekeeping Items
  Pre-Assignment Review
  Workshop Objectives
  The Parking Lot
  Action Plan

Aspects of Phone Etiquette

• Phrasing
  Tone of Voice
  Speaking Clearly
  Listen to the Caller
  Case Study

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 Cant
  Case Study

Eliminate Phone Distractions

• Avoid Eating or Drinking
  Minimize Multi-Tasking
  Remove Office Distractions
  Do Not Let Others Interrupt
  Case Study

Inbound Calls

• Avoid Long Greeting Messages
  Introduce Yourself
  Focus on Their Needs
  Be Patient
  Case Study

Outbound Calls

• Be Prepared
  Identify Yourself and Your Company
  Give Them the Reason for the Call
  Keep Caller Information Private
  Case Study

Handling Rude or Angry Callers

• Stay Calm
  Listen to the Needs
  Never Interrupt
  Identify What You Can Do For Them

Handling Interoffice Calls

• Transferring Calls
  Placing Callers on Hold
  Taking Messages
  End the Conversation
  Case Study

Handling Voicemail Messages

• Ensure the Voice Mail 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

Methods of Training Employees

• Group Training
  One-on-One Training
  Peer Training
  Job Shadowing
  Case Study

Correcting Poor Telephone Etiquette

• Screening Calls
  Employee Evaluations
  Peer Monitoring
  Customer Surveys
  Case Study

Wrapping Up

• Words From The Wise
  Review Of The Parking Lot
  Lessons Learned
  Recommended Reading
  Completion Of Action Plans And Evaluations

Additional course details:

Nexus Humans Telephone Etiquette training program is a workshop that presents an invigorating mix of sessions, lessons, and masterclasses meticulously crafted to propel your learning expedition forward.

This immersive bootcamp-style experience boasts interactive lectures, hands-on labs, and collaborative hackathons, all strategically designed to fortify fundamental concepts.

Guided by seasoned coaches, each session offers priceless insights and practical skills crucial for honing your expertise. Whether you're stepping into the realm of professional skills or a seasoned professional, this comprehensive course ensures you're equipped with the knowledge and prowess necessary for success.

While we feel this is the best course for the Telephone Etiquette course and one of our Top 10 we encourage you to read the course outline to make sure it is the right content for you.

Additionally, private sessions, closed classes or dedicated events are available both live online and at our training centres in Dublin and London, as well as at your offices anywhere in the UK, Ireland or across EMEA.

FAQ for the Telephone Etiquette Course

Available Delivery Options for the Telephone Etiquette training.

• Live Instructor Led Classroom Online (Live Online)
• Traditional Instructor Led Classroom (TILT/ILT)
• Delivery at your offices in London or anywhere in the UK
• Private dedicated course as works for your staff.

How many CPD hours does the Telephone Etiquette training provide?

The 1 day. Telephone Etiquette training course give you up to 6 CPD hours/structured learning hours. If you need a letter or certificate (Non PeopleCert programs only) in a particular format for your association, organisation or professional body please just ask.

What is the correct audience for the Telephone Etiquette training?

This course is intended for individuals who want to improve their phone skills.

Do you provide training for the Telephone Etiquette.

Yes we provide corporate training, dedicated training and closed classes for the Telephone Etiquette. This can take place anywhere in Ireland including, Dublin, Cork, Galway, Northern Ireland or live online allowing you to have your teams from across Ireland or further afield to attend a single training event saving travel and delivery expenses.

What is the duration of the Telephone Etiquette program.

The Telephone Etiquette training takes place over 1 day(s), with each day lasting approximately 8 hours including small and lunch breaks to ensure that the delegates get the most out of the day.

Why are Nexus Human the best provider for the Telephone Etiquette?

Nexus Human are recognised as one of the best training companies as they and their trainers have won and hold many awards and titles including having previously won the Small Firms Best Trainer award, national training partner of the year for Ireland on multiple occasions, having trainers in the global top 30 instructor awards in 2012, 2019 and 2021. Nexus Human has also been nominated for the Tech Excellence awards multiple times. Learning Performance institute (LPI) external training provider sponsor 2024.

Is there a discount code for the Telephone Etiquette training.

Yes, the discount code PENPAL5 is currently available for the Telephone Etiquette training. Other discount codes may also be available but only one discount code or special offer can be used for each booking. This discount code is available for companies and individuals.