Telephone Techniques: Phone Etiquette
Learning objectives
- Use empathetic listening and sincere apologies to de-escalate angry customers.
- Take ownership of customer concerns while maintaining professionalism.
- Avoid unprofessional behaviors such as badmouthing colleagues or competitors.
- Ensure all customer issues are addressed or in progress before ending the call.
Course overview
Each phone call shapes how customers and coworkers see your professionalism. This course helps you master tone, pacing, and message handling to ensure clear and courteous conversations. You’ll learn small, practical habits that leave a strong, positive impression every time you answer the phone.
The individuals involved in the development and promotion of this course do not receive any compensation or financial benefits outside of their regular employment for their work on this course.
- 7 minutes
- Format: Video
- Tier: 1
- Course ID: 8383
English
Course Outline
- The Caller Experience
- Tone, Pace, and Diction
- Voicemail That Helps
- Equipment and Environment