Nammy Academy

Identify the key components of effective phone etiquette, including phrasing, tone, and active listening.

Demonstrate appropriate language for telephone communication, avoiding slang and emphasizing positive, professional phrasing.

Recognize and reduce distractions to maintain professionalism during calls.

Apply best practices for managing inbound calls with clear introductions and patient customer support.

Prepare effectively for outbound calls and present information with clarity and confidence.

Handle rude or angry callers with calm, empathy, and solution-focused responses.

Manage interoffice calls by transferring, holding, and messaging with professional courtesy.

Utilize voicemail systems efficiently, leaving and responding to messages with appropriate tone and content.

Implement diverse training methods to improve telephone etiquette across team members.

Evaluate and correct poor telephone etiquette using call monitoring, peer feedback, and customer surveys.