Training & Development › Customer Service › Telephone Etiquette
CUSTOMER SERVICE
Telephone Etiquette
Sound professional on every call, transfer, and voicemail
Why It Matters
A caller who hears a mumbled greeting, waits on hold in silence, or gets transferred three times forms a lasting impression of the whole organization. Phone skills are often assumed rather than taught, especially for staff whose main job is something else. Simple, consistent etiquette makes callers feel respected and helps staff handle calls with confidence. Organizations present a professional image and avoid lost messages and missed opportunities.
Course Description
Unlike call center training, this course is for anyone who answers or makes calls as part of their job. Participants practice the essentials in short, realistic drills: a clear greeting, asking permission before a hold, checking back, and completing a warm transfer that briefs the next person. Message-taking exercises focus on capturing names, numbers, and the reason for the call accurately. Participants record and critique voicemail greetings and practice leaving concise messages. Discussion covers tone, letting warmth come through the voice, handling personal calls, and phone courtesy in open offices and remote settings. Each person writes a personal greeting script and agrees on a way to get feedback from a colleague.
Key Focus Areas
Participants explore and practice:
Professional greetings for internal and external calls
Placing callers on hold and checking back courteously
Warm transfers that pass along context
Taking complete, accurate phone messages
Recording voicemail greetings and leaving clear messages
Tone, clarity, and courtesy on every call
Learning Outcomes
Participants will be able to:
Answer calls with a clear, professional greeting
Place a caller on hold and return using courteous language
Complete a warm transfer that briefs the receiving person
Leave a voicemail that states purpose and callback details
Who Should Attend
Receptionists and front desk staff
Administrative professionals
Program staff who take calls from the public
Anyone who answers a business line
Delivery and Customization
Examples, scenarios, and activities are adapted to your audience and goals. Delivery is available in person, virtually, or in a hybrid format, as a standalone session or as part of a series. Format and length are agreed during scoping.
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Bring Telephone Etiquette to your team
Tell us about your audience and goals. We will follow up to scope objectives, format, and timing.