The Telephone Course

Etiquette in Customer Service by ND

The Telephone Course

• What you’ll get from this course
• Practices that will help participants create positivity over the phone
• The importance of active listening and how to converse with customers
• Advice that will help participants with difficult phone calls
• The etiquette of telephones and how to conduct yourself professionally

• The basics of this course

The telephone has become a vital part of an organization’s medium to interact with customers and understanding the ins and outs of telephone etiquette are important to create positive experiences. Customers have the chance to understand who you are as a business, how you treat customers, and how you conduct yourself with just a simple conversation of the phone. This course will teach participants the general etiquette of telephone customer service.

• The objectives of this course
• How to adopt a positive and professional attitude in customer service
• Learn the do’s and don’ts of etiquette over the telephone
• How to break down the barriers over the phone and form proper customer relationships
• Use important techniques in defining appropriate, etiquette-approved behaviors over the phone
• How to manage the job perfectly with minimal stress and problems
• Gain the skills for effective customer service

The NDE Course Outline

Etiquette is the backbone of a phone conversation

Participants in this course will learn the many tools and tricks that can be used to create smooth and positive conversation with customers. They will learn when to respond, when to be silent, and how to end the conversation in a professional manner.

The highs and lows of telephone customer service

When it comes to etiquette in customer service, participants will learn exactly what they need to do to handle difficult phone conversations. Whether you have conversations with customers who are difficult to understand or you want to embody a certain tone that suits your brand, etiquette in telephone calls will improve your skills in customer service.

Create a positive first and last impression

Customers can easily tell who you are as a business from one phone call. That’s why etiquette in first impressions is vital to capturing the attention of a customer. This course will teach participants the key points in managing a phone call whether your customers are talkative, upset, or unresponsive.