Module 3 · Suggested: Week 1
Phone Excellence
Represent the client like a trusted member of their team — from the first ring to the final follow-up.
Start
Begin with one complete call in mind.
Greeting, screening, permission to hold, private brief, confirmed transfer — each step prepares the next.
Know
The Call Card
Five steps, every call:
Answer ready
within three rings, EVO open, client status box checked. Never rely on memory.
Greet as their team
“Good morning, thank you for calling [Client Company], this is [Name]. How may I help you?”
Screen with permission
learn who’s calling and why; ask before holding: “May I place you on hold for one moment?” — then wait for the answer.
Brief privately
tell the client who’s calling and why before connecting. The caller never hears the brief.
Close the loop
confirm the transfer connected, or state exactly what happens next: message, voicemail, or callback.
Say this, not that:
| Instead of | Say |
|---|---|
| “Hold please” | “May I place you on hold for one moment?” |
| “What’s your name?” | “May I please have your name?” |
| “What’s this about?” | “May I ask the purpose of your call?” |
| “She’s not in” / “No one is in the office” | “I do apologize — she isn’t available at the moment. May I take a message, or would you prefer voicemail?” |
| “He’ll call back ASAP” | “Mr. [Name] will return your call as soon as he is able.” |
| “Yeah” / “Sure” / “One sec” | “Yes, certainly.” / “Of course.” / “One moment, please.” |
Two lines that never move:
- Say “we,” never “they,” about the client's company. Callers should hear one team.
- Never reveal a client's schedule, location, or private details — to anyone, however friendly or insistent.
Decide
Three scenarios
0 of 3 decisions correct
Practice
Screen & Transfer
Call Lab · Live
Screen & Transfer: take a live practice call and get a private coaching scorecard.
Commit
Plan the next real call.
Take one step tomorrow
Write the moment you’ll use this.
We’ll save this plan in your browser and show it when you return.
Complete both blanks before you finish the digital practice.
Saved in this browser only.
Print or email
Module completion card
Employee________________________________
Date________________________________
- Decision practice
- 0/3 correct
- Tomorrow when…
- Not written yet
- I will…
- Not written yet
Progress is saved in this browser only.
More ways to practiceMemory song, lyrics, call card, guide, audio lesson, transcript, and greeting practice
Memory song
Every Call, Every Time
Read the song lyrics
Intro
One call. One welcome. One promise kept.
Verse 1
When the phone rings, take a breath.
You’re the welcome at the door.
Name the client company warmly,
Then listen for what they’re calling for.
Ask their name and ask their purpose.
Let them know you understand.
A calm and caring first response
Can turn a moment into trust.
Chorus
Welcome. Understand.
Protect the trust behind the call.
Connect with care, then close it right.
Keep ownership through it all.
Welcome. Understand.
Protect. Connect. And close.
Every call, every time—
That’s how confidence grows.
Verse 2
Ask before you place a hold.
Keep their schedule private too.
Follow every current instruction;
Share only what you’re cleared to.
Announce the caller. Wait to hear.
Confirm before the transfer goes.
Document the outcome clearly,
And follow every promise through.
Chorus
Welcome. Understand.
Protect the trust behind the call.
Connect with care, then close it right.
Keep ownership through it all.
Welcome. Understand.
Protect. Connect. And close.
Every call, every time—
That’s how confidence grows.
Call and response
What comes first? Welcome.
What comes next? Understand.
What do we guard? Protect their trust.
How do we help? Connect with care.
How do we finish? Close it right.
Every call. Every time.
Final chorus
Welcome. Understand.
Protect the trust behind the call.
Connect with care, then close it right.
Keep ownership through it all.
Welcome. Understand.
Protect. Connect. And close.
Every call, every time—
That’s how confidence grows.
Outro
Warm. Precise. Calm.
Every call, every time.
Desk references
Printable call card and full-size guide
Practice, then compare
Record your greeting
“Good morning, thank you for calling [Client Company], this is [Name]. How may I help you?”
The standard greeting
Recording is optional and stays in this browser.
Use the microphone or type your response below.
The microphone is optional. Choose record only when you’re comfortable speaking where you are.
Based on Team Member Training Program, Phone Coverage & Etiquette, pages 19–23 and 69–72.