How do you train and coach your staff on proper phone etiquette and hold procedures?

1 Set clear expectations

The first step in training and coaching your staff on phone etiquette and hold procedures is to set clear expectations and standards for how they should handle calls. You can create a phone etiquette policy or guideline that covers the basics of greeting, listening, speaking, closing, and following up. You can also include specific instructions on how to ask for permission, explain the reason, and give a time estimate before putting callers on hold. You can also provide examples of what to say and what not to say, as well as how to deal with difficult or angry callers.

2 Provide feedback and coaching

The second step in training and coaching your staff on phone etiquette and hold procedures is to provide regular feedback and coaching. You can monitor and evaluate your staff's performance by listening to recorded calls, observing live calls, or using mystery callers. You can then give constructive and positive feedback on what they did well and what they can improve. You can also coach them on how to handle specific situations or scenarios, such as how to apologize, how to transfer, or how to escalate a call. You can also recognize and reward your staff for demonstrating good phone etiquette and hold procedures.

4 Offer refresher and advanced training

The fourth step in training and coaching your staff on phone etiquette and hold procedures is to offer refresher and advanced training. You can update and review your phone etiquette policy or guideline regularly, and make sure your staff are aware of any changes or updates. You can also offer advanced training on topics such as how to handle complaints, how to upsell or cross-sell, or how to deal with emergencies. You can also invite guest speakers or experts to share their insights and best practices on phone etiquette and hold procedures.

5 Encourage self-evaluation and peer support

The fifth step in training and coaching your staff on phone etiquette and hold procedures is to encourage self-evaluation and peer support. You can ask your staff to listen to their own recorded calls, and identify their strengths and weaknesses. You can also ask them to set goals and action plans for improving their phone etiquette and hold procedures. You can also encourage your staff to support each other, by sharing tips, feedback, and experiences. You can also create a culture of learning and improvement, by celebrating successes, acknowledging challenges, and soliciting feedback.

6 Use technology and tools

The sixth step in training and coaching your staff on phone etiquette and hold procedures is to use technology and tools. You can use various software and devices that can help your staff manage calls and put callers on hold more effectively and efficiently. For example, you can use a caller ID system that shows the caller's name, number, and history. You can also use a hold music or message system that entertains and informs the callers while they wait. You can also use a call tracking or analytics system that measures and reports your staff's performance and customer satisfaction.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?