The 6 Key Topics to Include in Phone Etiquette Training
There’s no doubt customers are increasingly using self-serve avenues to get the answers to their pressing questions. From looking up answers online on a FAQ page to chatting with a company chatbot, customers are becoming more adept at finding answers quickly. However, when they pick up the phone to call a business, it’s usually because they need a more personalized, immediate response—one that a website or chatbot simply can’t provide.
Now, in a world full of endless automated prompts and long hold times, it’s important to give customers a direct line to an employee. And it’s even more important to make sure your employees are trained to answer incoming phone calls with grace and professionalism. A well-handled phone call can turn a first-time caller into a loyal customer, while a poor interaction can drive them straight to a competitor. Phone interactions shape how customers perceive a brand—friendly, professional conversations build trust and credibility, while rushed, unhelpful responses can damage a company’s reputation.
While technology has its place, many customers still prefer speaking to a real person who can address their needs with empathy and efficiency. By investing in phone etiquette training, businesses can set their employees up for success, providing the kind of human connection that customers value most. Let’s dive into why phone etiquette matters and how to train your employees to best serve customers on the other end of the line.
Why phone etiquette matters
From the way a team member answers the phone to the quality of service they provide to the caller, phone interactions shape customer perceptions and business success. While digital communication has grown, a well-trained employee answering the phone can provide a level of service that automated systems simply can't match. Here’s why phone etiquette training should be included in your employee training program, especially for organizations with multiple locations:
First impressions can make (or break) a customer relationship. A phone call is often a customer’s first direct interaction with a business, making it a critical moment to establish a positive impression. A warm greeting, professional tone, and confident communication can immediately build trust. On the other hand, an unenthusiastic or rushed response can leave customers feeling unimportant, potentially pushing them toward competitors.
Customer satisfaction leads to sales, loyalty, and referrals. A well-handled phone call can do more than just answer a question—it can secure a sale, book an appointment, or resolve an issue in a way that leaves a lasting impression. When employees are trained to engage with customers professionally and efficiently, businesses see higher satisfaction rates, leading to repeat business and positive word-of-mouth referrals.
Standardized training leads to brand consistency across multiple locations. For businesses with multiple locations, ensuring a seamless and consistent customer experience is key. Customers should receive the same level of professionalism and service whether they call a location in Austin, New York, or Los Angeles. Phone etiquette training ensures that every employee follows a standard approach, reinforcing the brand’s reputation for excellence no matter where a call is answered.
Employees know how to handle difficult situations with professionalism. Not every customer call will be smooth—some will involve complaints, frustrations, or challenging requests. Proper training equips employees with the skills to stay calm, listen actively, and offer solutions without becoming defensive. Knowing how to de-escalate tense situations and turn a negative experience into a positive one can prevent lost business and protect the company’s reputation.
By prioritizing phone etiquette training, businesses can create meaningful customer interactions that enhance their reputation, drive loyalty, and ensure a consistent service experience across all locations. Now, let’s explore what key topics should be included in an effective training program.
What to include in your phone etiquette training
Effective phone etiquette training should equip employees with the skills to handle customer calls with professionalism, confidence, and care. By covering these key areas, you can rest assured that every phone interaction leaves a positive impression.
1. How to professionally answer calls
The way an employee answers the phone sets the tone for the entire conversation. A friendly greeting, clear introduction, and mention of the business name immediately reassure the caller that they’ve reached the right place. Employees should be trained to answer calls promptly—ideally within the first few rings—and to use a warm, welcoming tone that makes customers feel valued. Simple practices like smiling while speaking can also help convey friendliness and professionalism over the phone.
2. Active listening and customer engagement skills
Customers want to feel heard and understood, and active listening is key to making that happen. Employees should repeat key details to confirm accuracy, ask clarifying questions when necessary, and provide thoughtful responses. This not only ensures that the customer’s needs are met but also builds trust and strengthens the overall experience. Using verbal cues like “I understand” or “Let me make sure I have this correct” reassures customers that they’re being listened to and taken seriously.
3. Ways to speak clearly and confidently
Clear communication is essential in phone conversations, where body language and facial expressions aren’t visible. Employees should avoid using jargon or overly complex language that might confuse the customer. Speaking at a steady pace, enunciating words, and maintaining an even, confident tone helps ensure that information is understood the first time. Additionally, using positive language—such as saying “I’d be happy to assist you” instead of “I can’t do that”—can make a big difference in how the interaction is perceived.
4. Call handling and transfer best practices
Customers can quickly become frustrated if they’re transferred multiple times or put on hold without explanation. Employees should be trained on how to efficiently place customers on hold, transfer calls to the right department, and take detailed messages when necessary. It’s important to always ask permission before placing a caller on hold and to check back in frequently if the wait is longer than expected. When transferring a call, introducing the customer to the next representative rather than just sending them through creates a smoother experience.
5. Strategies for dealing with difficult customers
Not every call will be easy, and employees need to be prepared to handle frustrated or upset customers with patience and professionalism. When dealing with a challenging customer, the key is to remain calm, listen actively, and respond with empathy. Employees should avoid interrupting or becoming defensive and instead focus on finding a solution. If an issue needs to be escalated, employees should know the proper procedures for transferring the call to a manager or specialist without making the customer feel dismissed.
6. How to end calls on a positive note
Just as first impressions matter, so do last impressions. Before ending a call, employees should summarize key points to ensure the customer’s needs have been met. A simple, friendly closing—such as “Is there anything else I can assist you with today?” followed by “Thank you for calling, and have a great day!”—leaves the customer with a positive final impression. Ensuring the call ends on a helpful and professional note can make the difference between a satisfied customer and one who chooses to take their business elsewhere.
How to implement phone etiquette training across multiple locations
For multi-location businesses in the service and hospitality industries, consistency is key. Customers should receive the same high-quality phone experience whether they’re calling the front desk in Dallas, Miami, or Seattle. The best way to achieve this is by implementing a structured, scalable phone etiquette training program—one that ensures every employee is equipped with the skills to handle calls professionally and confidently. Here are the
Use a digital employee training platform. A digital training platform provides consistent instruction across all locations, ensuring employees follow the same service standards. It also streamlines onboarding, progress tracking, and interactive learning, keeping teams aligned and accountable.
Ensure standardized training across all locations. Without a unified approach, customer experiences can vary. A standardized training system, including video guides, call scripts, and best practices, ensures all employees handle calls with professionalism and consistency.
Provide regular refresher courses and updates. Phone etiquette isn’t a one-time lesson. Refresher courses keep skills sharp, and customer feedback helps refine training. Adjusting content based on real customer experiences ensures employees continuously improve their phone interactions.
By using a digital training platform, businesses can ensure consistency, professionalism, and ongoing development—creating a seamless customer experience across all locations.
Pick up and stand out: train your team for success
Investing in phone etiquette training is more than just a customer service upgrade… it’s a business necessity. A well-trained team ensures every caller receives the same high-quality experience, leading to stronger customer relationships, increased loyalty, and a positive brand reputation. As you evaluate your phone etiquette training remember that a digital employee training platform like ExpandShare can make it easier than ever to deliver consistent, scalable training across multiple locations. Plus, with regular refreshers and updates, businesses can continuously improve customer interactions while boosting employee confidence and retention.
Ready to level up your team’s phone etiquette and overall training strategy? Start training your team for continuous success.
