“Attention is a main asset in marketing.” – Toba Beta

Phone etiquette is a highly valuable tool to have in an employee’s skill set. This program will help you improve your phone skills which will make you more confident, improve sales, and help gain new customers while retaining your current clientele. A more confident employee is also one that is happier and happier employees will produce happier customers.

LEAD Xcelerator Phone Etiquette will give you the skills to increase productivity and improve performance. Recognizing the different skills used between inbound and outbound calls along with knowledge on how to deal with rude or angry callers makes this program a great investment.


  • Recognize the different aspects of telephone language
  • Properly handle inbound/outbound calls
  • Know how to handle angry or rude callers
  • Learn to receive and send phone messages
  • Know different methods of employee training


Module One: Introduction
Module Two: Aspects of Phone Etiquette
Module Three: Using Proper Phone Language
Module Four: Eliminate Phone Distractions
Module Five: Inbound Valls
Module Six: Outbound Calls
Module Seven: Handling Rude or Angry Callers
Module Eight: Handling Interoffice Calls
Module Nine: Handling Voicemail Messages
Module Ten:  Methods of Training Employees
Module Eleven: Correcting Poor Telephone Etiquette
Module Twelve: Action Planning

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