CS - Phone Etiquette

Workshop overview:

Many organizations spend plenty of time and money on their employees to excel in communication, Therefore it is important for an organization to have such a well mannered and having good employees with phone etiquette who can fulfill the need for proper phone etiquette in the work place.

Workshop outline:

• Introduction - What’s Etiquette?
• Telephone is one of the necessities of everyday life
• Common Phone Ethics
• What does it mean Telephone Etiquette?
• Active listening
• The important components of telephone etiquette
• Preparing to start a call
  • How to start a call
  • Placing the customer on hold
  • Transferring calls
  • Ending the call
• How to answer a call correctly
• How to give your voice a “personality”?
• Art of making Phone calls
• Questioning techniques and feedback
• Handling impatient/rude callers
• Common Complaints of callers
• The tips of Telephone Etiquette