Reesby Academy · Customer Service
Phone Etiquette for Service Teams
Make every phone call professional, warm and efficient.
About this course
Phone calls remain a key channel for customer service, and tone can make or break a conversation in the first few seconds. This course covers greetings, call structure, gathering information efficiently, managing holds and transfers, and closing calls with confidence. Each lesson includes a practical habit you can try on your next shift.
What you will be able to do
- You'll be able to open and close calls professionally
- You'll be able to structure calls to gather information efficiently
- You'll be able to manage holds and transfers with courtesy
- You'll be able to use tone and pace to build rapport
Course outline
- Tools you'll need5 min · Lesson notes, example, action task · 2-question quizGood phone service needs a reliable headset, a quiet space and a few simple notes. Many teams already have what they need, and the basics matter more than expensive equipment.
- The Power of the First Sentence7 min · Lesson notes, example, action task · 2-question quizThe first few seconds of a call set the tone for everything that follows. A clear, warm greeting with your name and company tells the caller they are in the right place and that someone is ready to help.
- Structuring a Call7 min · Lesson notes, example, action task · 2-question quizA clear call structure helps you move from greeting to resolution efficiently. Most service calls follow the same shape: understand the need, confirm details, act or explain, then check the outcome.
- Information Gathering7 min · Lesson notes, example, action task · 2-question quizGathering information efficiently means asking the right questions in the right order, without making the caller feel interrogated. Verify identity appropriately and explain why you need each piece of information.
- Holds and Transfers7 min · Lesson notes, example, action task · 2-question quizHolds and transfers are common moments when customers feel ignored. Ask permission, explain what you are doing, keep holds short and make sure the next person has the full context.
- Closing Calls Well7 min · Lesson notes, example, action task · 2-question quizHow a call ends shapes how the customer remembers it. A clear summary, a confirmed next step and a warm, steady close leave the caller reassured, even when the news was not what they hoped for.
- Careers & next steps5 min · Lesson notes, example, action task · 2-question quizPhone skills are valued in customer service, support, admin and sales roles. These careers build on the calm, structured and courteous approach taught in this course.
- Final quiz and certificate10 questions, pass mark 8 of 10. Pass to get your Reesby Academy certificate with a verification link.