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phone etiquette

Telephone Etiquette Skills

Phone skills are very important to anyone working in customer service.  Most people handle all their customer service by phone, and if the staff members talking to the customer do not have the right skills, then it can lead to a loss of customers.  At Phone PRO we want to help you and your staff out.  We have been training companies in all industries all over the world for the last two decades.  The one thing we recognize is that the customer service of a company can be one of its biggest marketing tools.  If things are working correctly, your customer service department should be turning customers into advocates who are going to tell their family and friends to use you.


If the right phone skills are not being used by your customer service team then those customers may be looking for new companies to go with.  There is no replacing a customer service rep, that no matter what they have to tell a customer can do it in such a way as to leave the customer feeling good.  We know that some customers, no matter the outcome will be unhappy.  But we also know that there are too many who get off the phone unhappy than really needs to be.  This is why it is so important for you and your staff to have the right telephone skills to keep customers wanting to come back.


Your staff will learn the following phone skills from Phone PRO:

  • Having an understanding of Telephone Etiquette
  • The ability to handle difficult clients
  • How to use the proper greeting and how to control any phone call
  • What voice tone to use in every scenario and why
  • When to transfer a call to the manager
  • How to deliver difficult negative information in a positive way

What Makes Us DifferentNo matter what you do training is the start, but the difference between good and bad training is what separates the good from the great. PhonePro has the customer service training to make your company and your team great.

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