Learning proper business etiquette is important if you want your company to be successful. Train all of your employees to know how to act in all circumstances, from the way they address customers in an email to the way your receptionists answer the phone. Etiquette includes manners, respect for others and good behavior, all of which reflect on your organization.
During training, go around the room and ask employees to provide an explanation of what they think etiquette is. You can also ask for examples. Once everyone has had a chance to reply, explain that etiquette is the practice of good manners. Afterwards, ask everyone how this is important for business. You want employees to know that good manners and proper etiquette can enhance your company's reputation and provide you with an edge against the competition. More business means more job security and, often, more bonuses. How you treat customers says a lot about your organization and it can create a lasting impression.
Enroll your employees in an online etiquette-training program or conduct one yourself. Games are a fun way to help employees learn how to act in different situations. To teach employees how to network, use a whiteboard and ask each person to provide one fact about herself. It can be a hobby, a special achievement or something else. After everyone has given a fact, each person chooses two other people to introduce to the group using the facts provided. Another game might include dividing the room in half and having each person practice her handshake and introducing herself to the other person. Both are excellent ways to teach employees how to make a great first impression.
Practice etiquette by having employees role-play with one another. One person can pretend to be an unhappy customer while the other employee can act out how he would handle the situation. The goal is to remain cool, calm and professional, and to provide assistance without getting upset. You also want your employees to know how to calm a customer down and create enough satisfaction to diffuse the situation. Kindness and courtesy go a long way toward pleasing customers and ensuring they come back. Employees should take turns until everyone has had a chance to practice excellent customer service skills.
Discussing Good Manners
Provide each employee with a sheet of paper and have them write down three activities they did during the week. With each activity, have each person explain how he practiced good manners and what he could have done to improve his behavior. Ask for volunteers to discuss what they wrote down. Suggest ways the person could have improved, including answering the phone with a pleasant greeting or providing a customer with additional help options. Explain to your employees the correct way of addressing each issue so that it aligns with the company's policies and goals.
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