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About this course
Calls can oftentimes be the first contact between your customers and your company, which is why having excellent phone etiquette is crucial in setting the right tone and perception about your brand. Take this course to learn the common tips and tricks to improve your phone etiquette and nail those customer interactions one call at a time.
From the author
Calls can often times be the first contact between your customers and your company, which is why having excellent phone etiquette is crucial in setting the right tone and perception about your brand. Take this course to learn the common tips and tricks to improve your phone etiquette and nail those customer interactions one call at a time.
Phone Etiquette Lessons
Click through the microlessons below to preview this course. Each lesson is designed to deliver engaging and effective learning to your team in only minutes.
- Basic Rules
- Tone of Voice
- Placing Callers on Hold
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Phone Etiquette course excerpts
Basic Rules
Phone Etiquette Course - Lesson Excerpt
The Basic Rules
In this lesson, you'll learn the basics of phone etiquette that should always be in your toolbox.
Introduce yourself first
Whether you're the one who called or not, always introduce yourself first. This will help break the ice and make your customers feel at ease.
When handling a frustrated caller, you should...
Tone of Voice
Phone Etiquette Course - Lesson Excerpt
Tone of Voice
Think about that quote for a second. What do you think it means? Regardless of the words we say, it’s the way we deliver them that matters more. The tone of your voice The change in pitch or loudness of the voice (inflection) And the pace of your speech --- All of these can change how your listener thinks about your message.
Because our callers don’t see us, they will judge your attitude and willingness based on the way you speak.
So always make sure you are using the right tone of voice.
What's the right speed? A good rule of thumb is to focus on enunciating your words clearly so your pace reaches a rhythm that is comfortable enough to your caller. You can also use a metronome or a metronome app to rehearse. Practice saying a word at every tick.
Placing Callers on Hold
Phone Etiquette Course - Lesson Excerpt
Placing Callers on Hold
When you're put on hold, seconds can feel like an eternity.
Companies even use calming or pleasant music during the hold to lessen the stress of waiting.
But there's a way for you to make this experience less tiresome. In this lesson, you’ll learn about the proper hold procedures to ensure a pleasant hold time for your callers.
Imagine this scenario A customer called to check the status of her package, and you need to place her on hold to do a quick search. What will you do first?
Give them the option to continue to hold or offer to call them back.
And once you get back, don't forget to thank them for waiting.
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Phone Etiquette
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Course rating
FANTASTIC