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Telephone Etiquette Training
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Drive Team Excellence with Telephone Etiquette Corporate Training

Empower your teams with expert-led on-site, off-site, and virtual Telephone Etiquette Training through Edstellar, a premier corporate training provider for organizations globally. Designed to meet your specific training needs, this group training program ensures your team is primed to drive your business goals. Help your employees build lasting capabilities that translate into real performance gains.

Telephone etiquette refers to the appropriate manners and techniques for communicating over the phone to represent oneself and one’s business. It includes greeting the caller, maintaining a suitable tone, choosing words carefully, active listening, and concluding the call efficiently. Telephone etiquette is crucial for an organization to ensure clear and respectful interactions, reduce misunderstandings, build trust and credibility, and contribute to overall customer satisfaction and loyalty. Telephone Etiquette training enhances customer service quality, builds positive relationships with clients and stakeholders, and fosters a professional image for the organization.

The Telephone Etiquette instructor-led training course provided by Edstellar can be customized to meet team requirements. The virtual/onsite Telephone Etiquette training course led by expert trainers ensures professionals acquire essential communication skills for professional phone interactions.

Get Customized Expert-led Training for Your Teams
Customized Training Delivery
Scale Your Training: Small to Large Teams
In-person Onsite, Live Virtual or Hybrid Training Modes
Plan from 2000+ Industry-ready Training Programs
Experience Hands-On Learning from Industry Experts
Delivery Capability Across 100+ Countries & 10+ Languages
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Key Skills Employees Gain from instructor-led Telephone Etiquette Training

Telephone Etiquette skills corporate training will enable teams to effectively apply their learnings at work.

  • Active Listening
    Active Listening is the ability to fully concentrate, understand, and respond thoughtfully to others. This skill is important for roles in customer service and management, as it fosters effective communication, builds trust, and enhances problem-solving.
  • Professional Greeting
    Professional Greeting is the ability to warmly and appropriately welcome others in a business context. This skill is important for roles in customer service, sales, and networking, as it fosters positive relationships and sets a professional tone.
  • Call Handling
    Call Handling is the ability to manage incoming and outgoing calls effectively, ensuring clear communication and problem resolution. This skill is important for customer service roles, as it enhances customer satisfaction and loyalty.
  • Communication Skills
    Communication Skills refer to the ability to convey information clearly and effectively. This skill is important for roles in leadership, sales, and customer service, as it fosters collaboration, builds relationships, and enhances understanding.
  • Phone Etiquette
    Phone Etiquette refers to the proper way to communicate over the phone, including tone, clarity, and professionalism. this skill is important for customer service roles, as it ensures effective communication, enhances customer satisfaction, and fosters positive relationships.
  • Problem-Solving
    Problem-Solving is the ability to identify issues, analyze situations, and develop effective solutions. This skill is important for roles like management and engineering, as it drives innovation and efficiency.

Key Learning Outcomes of Telephone Etiquette Training Workshop for Employees

Upon completing Edstellar’s Telephone Etiquette workshop, employees will gain valuable, job-relevant insights and develop the confidence to apply their learning effectively in the professional environment.

  • Utilize active listening skills to remember details and avoid common barriers to communication
  • Deliver a standardized greeting that is welcoming and sets a positive tone for the conversation
  • Utilize vocal warm-up exercises to improve pitch, tone, and clarity for a professional phone voice
  • Evaluate situations and choose appropriate techniques for placing callers on hold and transferring calls effectively
  • Recognize negative language patterns and identify appropriate alternatives to ensure clear and professional communication
  • Develop strategies for building rapport with callers, personalizing interactions, and exceeding customer service expectations
  • Distinguish between open-ended and closed-ended questions and apply effective questioning techniques to gather information
  • Use the phonetic alphabet accurately and confidently to ensure clarity and precision when communicating information over the phone

Key Benefits of the Telephone Etiquette Group Training

Attending our Telephone Etiquette group training classes provides your team with a powerful opportunity to build skills, boost confidence, and develop a deeper understanding of the concepts that matter most. The collaborative learning environment fosters knowledge sharing and enables employees to translate insights into actionable work outcomes.

  • Provides hands-on experience with active listening techniques to effectively deal with difficult or upset customers
  • Empowers professionals with the skills to deliver a professional first impression through clear phone communication
  • Equips the team with the techniques to build rapport, personalize interactions, and exceed customer service expectations
  • Cultivates ideas in professionals for identifying customer needs proactively and developing strategies to meet or exceed them
  • Provides insights into using the phonetic alphabet to ensure clarity and accuracy when transmitting information over the phone
  • Develops the required skill in professionals to actively listen, ask effective questions, and gather necessary information from callers
  • Empowers professionals with the techniques to handle challenging situations, resolve conflict, and maintain composure under pressure
  • Develops the skills to recognize negative language patterns and choose appropriate alternatives for clear and professional communication

Topics and Outline of Telephone Etiquette Training

Our virtual and on-premise Telephone Etiquette training curriculum is structured into focused modules developed by industry experts. This training for organizations provides an interactive learning experience that addresses the evolving demands of the workplace, making it both relevant and practical.

  1. Clear your mind
    • Importance of mental clarity
    • Techniques for staying focused
  2. Answer telephone promptly
    • Timing considerations
    • The importance of the first impression
  3. Be present with your caller
    • Active listening techniques
    • Avoiding distractions
  4. Prepare your phone voice
    • Vocal warm-up exercises
    • Pitch, tone, and clarity
  5. Offer your standard greeting
    • Creating a welcoming tone
    • Standardized greeting script
  6. Be prepared before you respond
    • Gathering necessary information
    • Planning responses effectively
  1. Placing callers on hold
    • Asking permission to hold
    • Hold-time etiquette
  2. Transferring calls
    • Proper transfer procedures
    • Ensuring caller's needs are met
  1. What is a skilled communicator?
    • Characteristics of effective communicators
    • Importance in telephone etiquette
  2. Asking questions
    • Open-ended vs. closed-ended questions
    • Effective questioning techniques
  3. Probing
    • Clarifying information
    • Encouraging callers to elaborate
  4. Listening skills
    • Active vs. passive listening
    • Remembering details
  5. Barriers to listening & communication
    • Common obstacles
    • Overcoming communication barriers
  6. Active listening skills
    • Reflecting back information
    • Asking clarifying questions
  1. Importance of phonetic alphabet
    • Clarity and precision
    • Standardizing communication
  2. Phonetic alphabet chart
    • Learning the alphabet
    • Practice exercises
  3. Practice and application
    • Using phonetic alphabet in real calls
    • Benefits in customer service
  1. Introduction to customer service
    • Importance in telephone etiquette
    • Building rapport
  2. Key components of exceptional service
    • Going above and beyond
    • Service recovery
  3. Building customer relationships
    • Personalizing interactions
    • Maintaining long-term relationships
  4. Handling customer complaints
    • Active listening in complaints
    • Resolving issues effectively
  5. Customer retention strategies
    • Building loyalty
    • Follow-up and feedback
  1. Internal customers
    • Understanding internal roles
    • Serving internal needs
  2. External customers
    • Identifying customer types
    • Meeting external needs
  3. Identifying competitors
    • Market research techniques
    • Analyzing competitor strategies
  4. The competitive edge
    • Differentiating your service
    • Improving service quality
  1. Understanding needs and expectations
    • Proactive vs. reactive service
    • Anticipating customer needs
  2. Benefits of meeting customer needs
    • Enhancing customer satisfaction
    • Building a positive reputation
  1. Optimistic
    • Positive mindset
    • Overcoming negativity
  2. Objective
    • Maintaining impartiality
    • Avoiding bias
  3. Deliberate
    • Thoughtful responses
    • Avoiding impulsive reactions
  4. Determined
    • Resolving issues persistently
    • Achieving goals
  1. Recognizing forbidden phrases
    • Phrases to avoid
    • Impact on customer perception
  2. Impact of negative language
    • Consequences of negativity
    • Positive language alternatives
  3. Softening language for positive interaction
    • Diplomatic expressions
    • Building rapport with language
  4. Effective communication techniques
    • Clear and concise messaging
    • Tailoring communication to audience
  1. Identifying common challenges
    • Recognizing issues in communication
    • Handling difficult situations
  2. Strategies to overcome challenges
    • Problem-solving techniques
    • Conflict resolution strategies
  3. Maintaining professionalism under pressure
    • Staying calm and composed
    • Handling stress effectively
  4. Conflict resolution techniques
    • Understanding conflict
    • Mediation and resolution methods
  1. Listen
    • Importance of active listening
    • Gathering complete information
  2. Empathise
    • Understanding customer emotions
    • Building empathy
  3. Apologize
    • Genuine apologies
    • Taking responsibility
  4. Problem-solve
    • Finding solutions collaboratively
    • Resolving issues effectively

Who Can Take the Telephone Etiquette Training Course

The Telephone Etiquette training program can also be taken by professionals at various levels in the organization.

  • Customer Service Representatives
  • Call Center Agents
  • Receptionists
  • Sales Representatives
  • Customer Support Specialists
  • Administrative Assistants
  • Office Assistants
  • Technical Support Specialists
  • Front Desk Agents
  • Client Service Representatives
  • Help Desk Technicians
  • Managers

Prerequisites for Telephone Etiquette Training

There are no prerequisites for the Telephone Etiquette training course.

Request a Quote for your Corporate Training Requirements

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Delivering Training for Organizations across 100 Countries and 10+ Languages

Corporate Group Training Delivery Modes
 for Telephone Etiquette Training

At Edstellar, we understand the importance of impactful and engaging training for employees. As a leading Telephone Etiquette training provider, we ensure the training is more interactive by offering Face-to-Face onsite/in-house or virtual/online sessions for companies. This approach has proven to be effective, outcome-oriented, and produces a well-rounded training experience for your teams.

Training Mode
Virtual
Instructor-led Training
Training Mode
On-site
Instructor-led Training
Training Mode
Off-site
Instructor-led Training
Virtual trainig

Edstellar's Telephone Etiquette virtual/online training sessions bring expert-led, high-quality training to your teams anywhere, ensuring consistency and seamless integration into their schedules.

With global reach, your employees can get trained from various locations
The consistent training quality ensures uniform learning outcomes
Participants can attend training in their own space without the need for traveling
Organizations can scale learning by accommodating large groups of participants
Interactive tools can be used to enhance learning engagement
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On-site trainig

Edstellar's Telephone Etiquette inhouse training delivers immersive and insightful learning experiences right in the comfort of your office.

Higher engagement and better learning experience through face-to-face interaction
Workplace environment can be tailored to learning requirements
Team collaboration and knowledge sharing improves training effectiveness
Demonstration of processes for hands-on learning and better understanding
Participants can get their doubts clarified and gain valuable insights through direct interaction
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Off-site trainig

Edstellar's Telephone Etiquette offsite group training offer a unique opportunity for teams to immerse themselves in focused and dynamic learning environments away from their usual workplace distractions.

Distraction-free environment improves learning engagement
Team bonding can be improved through activities
Dedicated schedule for training away from office set up can improve learning effectiveness
Boosts employee morale and reflects organization's commitment to employee development
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Telephone Etiquette Corporate Training

Looking for pricing details for onsite, offsite, or virtual instructor-led Telephone Etiquette training? Get a customized proposal tailored to your team’s specific needs.

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        Edstellar: Your Go-to Telephone Etiquette Training Company

        Experienced Trainers

        Our trainers bring years of industry expertise to ensure the training is practical and impactful.

        Quality Training

        With a strong track record of delivering training worldwide, Edstellar maintains its reputation for its quality and training engagement.

        Industry-Relevant Curriculum

        Our course is designed by experts and is tailored to meet the demands of the current industry.

        Customizable Training

        Our course can be customized to meet the unique needs and goals of your organization.

        Comprehensive Support

        We provide pre and post training support to your organization to ensure a complete learning experience.

        Multilingual Training Capabilities

        We offer training in multiple languages to cater to diverse and global teams.

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        We pride ourselves on delivering exceptional training solutions. Here's what our clients have to say about their experiences with Edstellar.

        Get Your Team Members Recognized with Edstellar’s Course Certificate

        Upon successful completion of the training course offered by Edstellar, employees receive a course completion certificate, symbolizing their dedication to ongoing learning and professional development.

        This certificate validates the employee's acquired skills and is a powerful motivator, inspiring them to enhance their expertise further and contribute effectively to organizational success.

        Edstellar Certificate Template

        We have Expert Trainers to Meet Your Telephone Etiquette Training Needs

        The instructor-led training is conducted by certified trainers with extensive expertise in the field. Participants will benefit from the instructor's vast knowledge, gaining valuable insights and practical skills essential for success in Access practices.

        Soft Skills Trainer in New Delhi
        Karishma
        New Delhi, India
        Trainer since
        December 1, 2017
        View Karishma’s Profile
        Recruitment Learning Trainer in Bengaluru
        Mohammed
        Bengaluru, India
        Trainer since
        February 1, 2016
        View Mohammed’s Profile
        Leadership Skills Trainer in Ambala
        Avinash
        Ambala India
        Trainer since
        December 1, 2007
        View Avinash’s Profile
        Personality Development Trainer in Udaipur
        Natsha
        Udaipur, India
        Trainer since
        April 1, 2017
        View Natsha’s Profile

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