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Telephone Etiquette: Handling Phone Conversations

This outline combines structured guidance with interactive practice, preparing participants to handle calls confidently, professionally, and effectively.​

Objectives
  1. Train participants to convey information clearly, professionally, and empathetically through tone, pace, and active listening, creating a positive experience without visual cues.
  2.  Equip participants with skills to maintain structure in phone conversations, effectively manage time, and politely redirect discussions to keep calls focused and efficient.
  3.  Enable participants to respond to inquiries and resolve issues effectively in real time, using probing questions and concise explanations to ensure customer satisfaction and minimize follow-up calls.

​Training Methodology

  • Employ varied activities to engage participants actively, including discussions, case studies, and writing assignments.
 
  • Provide opportunities for feedback and self-assessment to track progress and identify areas for improvement.


Outline

1. Fundamentals of Telephone Etiquette
  • Importance of First Impressions: Proper Greeting
  • Adapting a Professional Tone: Matching tone to the customer’s mood and situation
  • Personalizing the Call

2. Communication Techniques for Effective Conversations
  • Active Listening Skills: How to listen attentively and take notes
  • Speaking with Clarity
  • Keeping language simple and customer-friendly

3. Building Rapport and Trust Over the Phone
  • Using Empathy and Positive Language
  • Mirroring the Tone and Language of the Customer
  • Managing Silences: Avoiding dead air while allowing the customer time to speak

4. Controlling the Flow of the Call
  • Starting and Directing the Conversation
  • Effective Transition Words
  • Setting the Agenda and Expectations
  • Techniques for handling lengthy or off-topic discussions
  • Closing and Wrapping Up

5. Handling Challenging Scenarios
  • Managing Difficult Callers: Introduction to Dealing with irate, confused, or overly talkative customers
  • Redirecting and Escalating Calls with Tact
  • Dealing with Service Limitations: Setting boundaries and managing expectations

6. Problem-Solving and Inquiry Techniques
  • Gathering Information with Probing Questions
  • Providing Solutions in Real-Time: Offering clear and concise instructions
  • Staying Realistic: Avoiding Overpromising

7. Practical Role-Play and Call Simulation
  • Practicing Realistic Scenarios: Role-playing common call types (inquiries, complaints, escalations)
  • Feedback and Self-Reflection: Reviewing calls for strengths and improvement
  • Group Analysis: Learning through observing and analyzing others’ techniques

Related Courses

Customer Service Training

Business Communication

Business Writing