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Telephone Etiquette Lesson PowerPoint and Activities

Subject: Vocational studies

Age range: 14-16

Resource type: Lesson (complete)

Last updated

29 November 2022

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This lesson on Phone Etiquette is an essential life skill that will particularly suit students training for the workplace, office and business administration. Telephone skills, using manners and correct phrases to communicate is an essential part of Customer Service training.

Students will learn to engage with Business Customers on the telephone in a friendly, polite and professional manner. They will also learn appropriate language to use with customers through practice, correct vocabulary and role-play.

This product is fully editable and is provided in the following formats: PowerPoint, word and pdf. It contains, a PowerPoint presentation, teacher notes, paper based quiz, roleplay cards and message pad template.

Agenda for Lesson:

The 7 P’s of Call Handling Excellence Polite phrases to use within your telephone conversations Telephone Etiquette Quiz Roleplay Activities

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A bundle is a package of resources grouped together to teach a particular topic, or a series of lessons, in one place.

Customer Service Bundle

This Customer Service bundle includes Phone Etiquette, Complaint Resolution and general customer service skills that are important for the workplace. This product is fully editable and is provided in the following formats: PowerPoint, word and pdf. It contains, PowerPoint presentations, teacher notes, paper based quiz, roleplay cards and message pad template. Topics Included: Customer Service Definition Poor vs Exceptional Service Why Exceptional Service is Important Practical Tips to Provide an Exceptional Customer Service Experience Scenario based role play activities – good and bad examples from You tube clips The 7 P's of Call Handling Excellence Polite phrases to use within your telephone conversations Telephone Etiquette Quiz Roleplay Activities Customer Complaints resolution (TACTICS)

Customer Service Exceptional Skills Bundle

This bundle has some great activities for introducing customer service skills to learners. It includes: \- 30 Slide Customer Service Powerpoint \- Customer Service Skills Worksheets and Activities \- Telephone etiquette Roleplay cards with message template \- Complaint resolution using the TACTICS method Files have been provided in both pdf and editable versions.

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Telephone Etiquette.

Published by Nicole Austen Modified over 10 years ago

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Presentation on theme: "Telephone Etiquette."— Presentation transcript:

Building Extension’s Brand through…

ENHANCING CUSTOMER SERVICE BY TELEPHONE

First Key to Good Customer Service

On the Telephone! On The Telephone.

USING THE TELEPHONE.

Communicating on the Telephone

Business Phone Etiquette. The Telephone and You Provide helpful hints and proven techniques Provide helpful hints and proven techniques Part of doing.

Effective Phone Techniques

Telephone Conversation

Telephone Skills.

COMMUNICATING ON THE TELEPHONE

Also known as decorum, is the code that governs the expectations of social behavior, the conventional norm. It is an unwritten code, but it may evolve.

Telephone Techniques Chapter 9 Chapter 9 Telephone Techniques

sp3 Service Standards for: In-Person/Telephone/

Telephone Etiquette By: Malcolm Moore.

Helpful Guidelines and Hints

Customer Service & Standard Telephonic Communication

South Davis Student Office aides Welcome !!!!!! We are so glad to meet you!

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10 Telephone Skills Training Courses

We’ve compiled a list of telephone skills training courses intended for employees in the call center and customer service industry. To help upskill employees, especially those in the call center and customer service industries, we included courses that cover topics such as phone call techniques and etiquette, communication skills, and customer service.

1. Call Center Customer Service

This Call Center Customer Service course can help you onboard employees new to the call center role and allow them to learn various skills and techniques required for the job. This 5-part telephone skills training course is also created to support your team in acing the call process. It includes lessons about call preparations, phone etiquette, and other essential call information. They’ll also learn how to properly hold and transfer calls, which can sometimes be a source of frustration and objections for customers if not handled well. This course also tackles ways to deal with difficult customers, which is an important skill especially for a role that constantly interacts with people from all walks of life. 

No need for phone etiquette training PowerPoint presentations. This course is available in EdApp’s course library making it readily deployable for your team. And, it’s also completely editable so you can add your own expertise on customer service or include best practices specific to your company. 

• How to effectively prepare for calls
• Customer service etiquette
• Parts of a call
• Holds & transfers
• Ways to help difficult customers.

Created by EdApp

2. Generating Leads through Cold Calls

Generating Leads through Cold Calls is another telephone skills training course available for free in EdApp. It kicks off with a lesson on the importance of sales leads and cold calls for a better understanding of your customers. It then goes into detail about the structures of an effective cold call and how to utilize it to generate more leads for the business. 

The training program’s microlearning approach makes key information more digestible which helps improve employees’ knowledge retention. Combined with gamification features, the lessons on this course become more fun and engaging for your learners. 

• Cold calls and leads
• Anatomy of an effective cold call
• Mastering cold calls to gain leads

3. Customer Service 101

The Customer Service 101 course offered by Universal Class is designed to guide anyone in any business – no matter from which department – in providing stellar customer service. This course delivers a comprehensive understanding of customer service for your key employees. It also introduces ways to exceed customer expectations with vital customer service skills. To help you in your telephone skills training, it covers topics such as telephone call etiquette and techniques. Once practical knowledge is established, it then discusses how to build relationships with customers, and how to effectively interact with them under different circumstances. 

In Universal Class, courses include a syllabus, video-based lessons, and exams and assignments for knowledge assessment and reinforcement. While the course is designed for self-paced learning, it can only be accessed and completed within 6 months via a web browser. A minimum of 70 percent final grade upon course completion is required to earn a certification.   

• Understanding customer service
• Key customer service skills
• Telephone call etiquette and techniques 
• Customer service policy, CRM

Cost: $50 USD (no certification) - $75 USD (with certification)

Created by Universal Class

4. Contact Center Basics

Industry veterans, reps, and professionals from The Call Center School developed the Contact Center Basics course to empower customer service agents and provide them with comprehensive customer service training ideas about contact center operations. They also designed it as a foundational onboarding program for new customer service employees. This course is divided into 3 modules that discuss the definition of contact centers, contact center operations, as well as performance measures and professional employee development . Some of the other topics covered in the lessons include the differences between call centers and contact centers, functions of contact center key departments, and the core technologies used in contact centers. The last part of the training program highlights the importance of shared objectives in contact centers and the benefits of having a professional development plan. 

• Defining contact center
• Contact center operations
• Performance measures and professional development

Cost: $19 USD

Created by The Call Center School

5. Excellent Customer Service Through Communication

Also available on EdApp, Excellent Customer Service Through Communication helps your learners develop essential communication skills. This is done by guiding your employees on proper enunciation, establishing active listening, paying attention, and building speaking confidence. Learnings from this course are applicable especially on phone call activities with clients and customers. This good customer service team training will not only help employees communicate better but also allow them to establish better customer satisfaction and create more meaningful connections. 

With EdApp, encouraging and motivating your employees is made easy through its Achievements feature. Achievements are a unique way to celebrate your team’s progress with customizable banners and badges to keep them engaged throughout their training. 

• Enunciation
• Active listening skills
• Soft skills, cues
• Confidence building

Explore our library including telephone skills training courses.

6. Speaking with Confidence

Confidence is one of the key aspects of speaking with clients as representatives of a brand or service. With that in mind, EdApp created the Speaking with Confidence course to empower customer service agents. It also helps them improve their verbal communication skills and ultimately boost their confidence when speaking with customers. The course provides some tips on how to interact in an assertive but respectful way, hold better conversations with clients, techniques to eliminate verbal fillers, and ways to practice fluency. 

Lessons of this course are structured in bite-sized chunks that only take a few minutes to complete. It also incorporates learning formats like audio narration and short-form videos, which make the training more interactive for your learners. There are also a few gamification elements like find-a-word, categorize and match, and elevator games to ensure higher course engagement and retention rates.

• Ways to speak confidently
• Improving communication skills
• Holding better conversations

7. Customer Service: Handling Complaints

Offered on EdApp, the Customer Service: Handling Complaints course by Università di Firenze covers tips and techniques to address customer complaints and negative reviews and different ways to resolve them efficiently. Knowing how to address these issues plays an important role in strengthening customer relationships as it turns complaints and negative feedback into a positive customer experience. The lessons also discuss the ways to make customers feel at ease during a complaint, some of which include showing empathy, listening actively, and giving your customers full attention. It also delves into the LAST (listen, apologize, solve, thank) strategy and how it can be used to manage online complaints. 

Through EdApp’s powerful authoring tool , you can edit, rebrand, and deploy this course directly to your workers’ mobile device in just a few easy clicks.

• Working with customers and their complaints
• Addressing online complaints
• Handling negative reviews 

8. First Class Phone Skills

First Class Phone Skills is another telephone skills training course designed by The Call Center School that focuses on foundational good communication skills and telephone etiquette for call center representatives. Divided into 3 modules, this training program covers everything from call flow and phone etiquette essentials to power phrasing and vocal techniques. Some of the topics discussed include the importance of first impressions, caller shuffle, voice messaging etiquette, the power of positive words, commonly misused and mispronounced words, vocal impression, and vocal characteristics. By the end of the lessons, customer service agents will be able to effectively open and close calls, avoid negative phrases, select the right words to convey a message, overcome communication challenges, and maintain good vocal health. 

This self-paced online training program provides learners with a mix of different formats, including video, narratives, scenarios, and self-assessments, all of which make the learning experience more fun and interactive. 

• Navigating a customer call
• Power phrasing, tone of voice
• Vocal makeover

Cost: $49 USD

9. Online Customer Service Training Course

Anyone working in the customer service role at any level of employment can benefit from High Speed Training’s Online Customer Service Training course. This course upskills your employees so they can provide the best experience and service for your customers – no matter which platform they operate in, may it be phone calls, emails, or in-person. With this 5-part course, your employees will have a deeper understanding of what encompasses excellent customer service. They’ll also develop skills essential in communicating and providing the customers with their needs.

By the end of the last lesson, your employees will be given an assessment test where they are expected to achieve at least an 80 percent score. They can also earn a certificate upon successful course completion.

• Comprehensive understanding of customer service
• Body language and listening
• Communication
• Dealing with complaints
• Evaluating customer service

Cost: €25 EUR + VAT

Created by High Speed Training

10. Effective Communication

The Effective Communication course offered by EdApp recognizes the importance of improving communication skills when speaking to an audience – personally or virtually. This course goes over topics, such as revamping communication skills, speaking publicly and effectively, and connecting virtually while still maintaining a personal connection. Insights from the course will help your employees turn into better communicators who drive action among an audience, whether in person, online setting, or telephone call. 

EdApp provides social learning features in its platform that allow your learners to share their ideas on any lesson slide. They can also use this to practice their communication skills and gather feedback. 

• Revamping communication skills
• Speaking in public effectively
• Connecting virtually

Develop excellent communication skills with telephone skills training courses

Telephone skill is a significant skill for employees working in a call center, customer service, and sales industries or departments. These employees serve as representatives of the company that directly communicate with clients about a product or service. It's not enough that they are equipped with the knowledge about your company's offerings. It's equally important that they know how to communicate effectively with customers, especially through calls. Through telephone skills training, your employees will learn phone call techniques and etiquette. It will also help them develop skills in interacting with customers and handling their problems and concerns.

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Telephone Etiquette PowerPoint PPT Presentations

Telephone Etiquette

Oct 01, 2014

18.5k likes | 34.06k Views

Telephone Etiquette. Objectives:. At the end of the Workshop, the participants will be able to: Use effective call greetings as a caller and receiver Project Del Mar’s image in a positive manner Practice good telephone techniques and telephone manners

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• conversation techniques
• telephone etiquette
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• practice good telephone techniques

Presentation Transcript

Objectives: At the end of the Workshop, the participants will be able to: • Use effective call greetings as a caller and receiver • Project Del Mar’s image in a positive manner • Practice good telephone techniques and telephone manners • Use appropriate language during telephone conversations • Speak with an effective telephone voice • Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects • Manage Difficult Calls • Learn to manage stress levels during calls

Key Topics • Your first impression • Your voice • Tips and preparing mentally • Answer & close etiquette • Frustrations for callers • Coping with difficult people

YOUR FIRST IMPRESSION

Learn the best greeting to make a positive first impression and what it takes to advance that first impression into a positive lasting impression. Taking control of the call, placing calls on hold and transferring calls are three seemingly simple tasks that are really major "danger zones." Learn how to handle these delicate situations with phone skills etiquette in a way that makes the interaction as pleasant as possible for the caller. You aren't out of the woods yet! Even if the call is managed skillfully, all the hard work can be quickly erased if the call isn’t closed efficiently and positively. We'll examine subtle and not-so-subtle habits that can damage relationships with callers, and then we'll conclude this session with skills for wrapping up the call that will leave your caller smiling. The proper way to answer the telephone is however your department wants you to. Whatever your verbiage, answer in such a way the person on the other end will not draw a conclusion that the person who answered is cold and aloof, and hesitates to communicate readily. Etiquette Essentials From Start to Finish

BasicTelephoneTechniques Today's technology allows you to handle more customer service calls than ever before. But when telephone personnel lack call management skills, the only thing you get from all that technology is the ability to serve more people poorly. That means losing customers - and profits. Your telephone personality has a definite bearing on your rating with Del Mar!

Important First Impressions Contrary to popular belief, treating others as you want to be treated really isn’t the best practice when it comes to communication styles, because it assumes that everyone is just like YOU. Communication is an art and mastering that art can be the key for building stronger customer relationships.

Sound/Look familiar? You can become confident that you are doing this part of your work correctly if you will practice the proper techniques.

Answer Promptly • Answer before the third ring if at all possible. • If you’re talking on another line or to a person at your desk, excuse yourself, answer the phone, permit the caller to state his/her purpose, then tell him/her you are on another line and ask him/her if he/she can wait for a minute, or ask if they’d like to leave a message.

Identify Yourself What should you say when you answer the phone? Suggestion: • When answering someone’s else’s line, give the name of the company and your name. • When answering your own line you can give department and name at the same time and then your name; i.e., “Del Mar College Center for Business, Sally Mae speaking”...

Talk with a Smile in Your Voice – Be Courteous • Rapid speech suggests impatience; rapid speech is difficult to follow in face-to-face conversation, necessitates repetition in telephone conversations. SLOW DOWN. • Slow speech, in contrast conveys an impression of lethargy, forgetfulness, lack of vitality. MAKE AN EFFORT TO QUICKEN THE PACE.

Talk with a Smile in Your Voice – Be Courteouscont’ • Be kind, polite, direct, enthusiastic, and speak with a strong voice. • Try to have little or no background noise, i.e. loud radio. • Don’t be too familiar. • Do not yell or talk to others in the room while you are on the telephone. • Do not eat, drink, or chew gum while talking on the telephone. • Always have paper and pen by the telephone. • When answering the telephone and the caller did not hear your introduction and says, “Is ______ in?”  DO NOT respond with:  “Yes.”  This is confusing to the caller.  Instead, answer by saying, “This is he/she” or “Speaking.”  

Close the Call Correctly When the conversation is completed, what do you do? • Make sure that the caller has no more queries • Use “Goodbye, thank your for calling,” or some other appropriate closing to indicate the conversation is ended. • Let the caller put down the receiver first so they don't feel you have cut them off.

Transfer Calls Quickly and Correctly. • Correct transfer of a call requires the one who answers the telephone to get adequate information for correct referral. • When a call must be transferred, the most desirable procedure is to tell the caller to whom he/she will be transferred, “I’ll give you Ms Brown; she handles those matters; just a moment, please.” • Be sure you are transferring the caller to the proper person or department.

Handle the Instrument Correctly • Do not hold the instrument with the mouthpiece cupped in the hand. Hold the instrument by the “handle.” • Do not put the receiver on its side on the desk. • Muffle the microphone with the palm of the hand, not the finger tips, if you need to make any vocal aside during the conversation.

Conversation Techniques (1)Development of CONFIDENCE in handling even difficult telephone calls; (2 ) the recording of important points of a call; and (3) the use of good communication patterns. Assume and keep the initiative in conversations. When you answer - Your response, won’t stop at, “No, he/she isn’t here.” It will extend to: “He/she isn’t here.” “May I help you?” or “May I have him/her call you?” or “Ms Brown is out of “Shall I take a message?” the office.” or “Perhaps Mr./Ms X can help you.” or “Can someone else help you?”

Conversation Techniques Acceptable Responses

Conversation TechniquesAcceptable Responses Cont’ To answer, lamely, a caller’s question with, “No, I don’t know,” suggests what? But to say, “No, I’m sorry I don’t know, but... “Mr./Ms X may have an answer for that problem. Shall I transfer you to him/her. or “If you would like to ‘hold’ for a minute, I’ll get Mr./Ms X to see if they have an answer for you.” These comments at least suggest to the caller that you are interested in trying to help. Do you want the name of the caller? Then try: “May I tell him/her who called?” “I’m sure Mr./Ms X would like to know who has called.” “When he/she returns, may I tell him/her who called?”

Conversation TechniquesWhen Leaving the Line When you need to leave the line during a conversation: Say how long it will take, and then: • Ask your caller if he/she will hold the line, or if he/she would prefer that you take a message. • “Check in” with your caller if you have to be away from the line for more than a minute, with “It will take me a few minutes more to find that information; do you wish to wait or shall I call you back?” • Avoid saying, “Just a moment,” then leaving the line. Your caller may prefer to receive that information later than to wait out the time of your search! • Get the Customer’s attention. To pick up the telephone and continue with, “its 361-698-1116,” will invariably bring a “what was that?” So….. • Thank him/her for waiting or apologize for taking more time than you had anticipated would be necessary. • Now that you have his/her attention again, give him/her the information.

Conversation TechniquesEnding the Call • Help your caller come to a close with a hint that your conversation has come to an end. • When you are listening: Keep the initiative here, too. Whether you are waiting for that break in the conversation, or whether you are listening to your conversation partner’s complete story.

Conversation TechniquesClosing the Call When you are closing: • If you initiated the call, review the information details. Whatever the business may have been. Be sure that the details you have written down are correct. • If you have received the call, repeat to your caller the business of the call. Make certain that your caller has understood correctly what you have told them.

Conversation TechniquesEnding Prolonged Calls • When you wish to end a prolonged conversation: The accepted rule accords the caller the prerogative of closing a conversation. • If you have placed the call: Even if your partner in the conversation seems reluctant to close the contact, it is your privilege to end the tangent upon which the conversation has become launched by a polite, “Well, then, we will take care of that matter,” or “Thank you for your information,” or whatever appropriately refers to the original purpose of your call— and then yourpolite “goodbye.” • If you have received the call: The tone of voice which conveys a kindly self-assurance is the key to making this comment turn the trick: “I’ve enjoyed talking with you. I wish I had more time to discuss this matter with you. Thank you for calling.

Conversation TechniquesGathering Information • SUMMARIZE the business at the close of the call. • Have a pencil in hand when you answer that ring. Be ready to write as well as listen. • Record telephone calls. • Have a pencil in hand when youplace a call. Write down names, dates, times, place, and items. Suggestions: Use your notes for letters or memos confirming conversations.

Avoid Verbal Barriers to Communication We know that people resist being told they “have” to do anything! Here are a few expressions to reflect upon: NOT THIS BUT THIS Are you indifferent? “Hold on...” “Do you mind waiting while I check that for you?” “You’ll have to check with “Mr. X is handling that matter. Mr. X. May I have him get in touch with you?” Are you arbitrary? “You have to.... “Will you please ask Mr. Jones “You need to... to call Mr. B?” Are you tactless? “Who’s calling?” “May I tell her who’s calling, “What is your name?” please?” “May I ask your name?” Are you casting reflections? “I don’t know where he is.” “Mr. X isn’t in the office just “He hasn’t come in yet.” now.” He’s still out to lunch.” “May I have him call you later?” “

Do: Make sure your message is polite, direct, and businesslike. Make sure your message can be understood clearly. Return telephone calls promptly Do Not: Make crude comments or mention social references in your message (i.e. I’m unable to answer my phone because I’m out partying). Have music playing in the background. Use multiple people when recording the greeting. Voice Mail Voicemail has many benefits and advantages when used properly. However, you should not hide behind voicemail.

Voicemail Greeting • Be sure to record your own personal greeting; don't use the standard default greeting or have another person record your greeting. • Write down what you want to say in your greeting and practice saying it a few times before recording. • Include in your greeting your name and department so that people know they have reached the correct person. • Your regular greeting should include your normal work hours. • Use the attendant feature if available! This feature allows the caller to reach another person in your department from your voicemail.

Checking Messages and Returning Calls • Check your messages daily and return messages within 24 hours. • Reply, forward, or delete messages immediately. • If you forward a message, be sure to explain to the person to whom you are forwarding the message why you are sending it to them.

Leaving a Voicemail Message for Another Person When you have to leave a message for someone to return your  telephone call, try to have the correct pronunciation of their name and make sure you state the following clearly: • Speak clearly and slowly. • Be sure to leave your name and extension number. It's best to say it at the beginning and end of your message. • Keep messages short and to the point. • Remember that you want to leave the person you are calling with a good impression of you. • Leave the date and time you called in the message. Let the person know the best time to call you back. • Cover one topic in one message; specify what you want the recipient to do.

More Etiquette Tips

Survival Tools There are specific vocabulary formulas to use to reduce the emotional impact of difficult callers and methods that can turn a stressful encounter into a positive interaction. One of the critical factors in successful telephone communication which bears repeating is – voice tone.

Proceed Cautiously Choose the right word or phrase to send the best message. Learn how to say "no" in a positive manner by subtracting "Not" Words and negative phrasing from your communication. The end result: callers who understand and accept your information more quickly.

Dealing With Difficult Callers What you should do is: • Listen without interrupting • Gather the facts and make a note of them • Take their details so you can get back to them • Sympathize with them and offer to act as fast as you can • Apologize if you have made the mistake • Stay calm even though the caller is angry and possibly abusive.

Three Myths about Students/Callers • 1. Students try to make things difficult. • 2. Students like to complain. • 3. Students expect the impossible. • 4. Students are never satisfied.

16 Words and Phrases That Keep Students Cool Hello! I'm sorry to keep you waiting.Good morning! Thank you for waiting.Please. It was nice talking with you.Thank you. Is there anything else I can do for you?I'm very sorry. Thank you for coming in (or calling).Excuse me. It's been a pleasure to serve you.You're welcome. I'd be happy to do that for you.May I help you? We appreciate your business.

Are You Sure You're Understood? • Check your presentation. Speak distinctly at a moderate pace, with enough volume to be heard clearly. • Stay with your caller. Don't give important information when the caller doesn't appear to be listening. • Use everyday language. When you must use a term callers may not understand, explain it. • Repeat, or spell out, information. • Ask for feedback. • Encourage questions.

What To Do When You Make a Mistake You can recover from blunders and be a winner. Here's how: • Make things right. Your first responsibility is to correct the mistake. • Apologize. When you make a mistake, you'll usually gain stature by apologizing in a direct way. • Let the matter rest. One apology suffices. • Learn more about operations. If you have to track down a goof, use the occasion to learn more about the intricacies of your department or campus operations. • Ask if you can do something else. After resolving your mistake, ask if you can help in any other way. • Let others know you've learned something. Assure those affected by your error that it won't happen again. Keep records. • Keep a record of errors made, the causes, and their solutions. Review the list of mistakes to prevent their recurrence.

11 Most Frequent Caller Complaints • "The telephone rings for a long time before it is answered."Try to answer calls within 3 rings. 2. "They place me on hold for sometimes, it seems, hours."If you find yourself placing many calls on hold, write down the name of the caller and a brief description of what they are calling about.

11 Most Frequent Caller Complaints Cont’ 3. "The line is busy for hours it seems." Try to keep calls short. 4. "They are very rude and get offensive when asked their full name or sometimes just won't give it."Try to stay pleasant. 5. "They let me talk on and on only to realize that they're not the person I should be talking to."Politely interrupt the caller if you are unable to help them.

11 Most Frequent Caller Complaints Cont’ 6. "If I call the wrong department for help, they don't give me suggestions to where I should be calling, they just say, 'I don't know, not our department.'"Frequently, you will find that your number is similar to another department on campus. Rather than hanging up on a caller or saying you don't know, try to be helpful (within reason). 7. "They don't clearly listen to my needs before they transfer me to the wrong person."Listen to the caller carefully! 8. "Sometimes they disconnect me while transferring my call."Be careful when transferring a call.

11 Most Frequent Caller Complaints Cont’ 9. "They told me to call back, but never gave me a name or number or division to ask for."If you tell a caller to call back later, tell them which number to call. 10. "The person says, 'Wait', and then talks to other co-workers without putting me on hold so that I can't hear their small talk."Use the hold button! 11. "They answer with an aggravated voice, as if I disturbed them by calling."Remember that students are the reason there is a college.

Battling Burnout: Five Survival Tips • Never take the work personally. When students complain, they are not complaining about you personally. • Don't take problems home. Give your work complete attention while you are "on duty," but leave it there when you go home at night. • Find ways to reduce stress. Yes, it has become a cliché to recommend exercise to reduce stress. • Get help from others. Don't let yourself feel isolated and alone. • Remember the "good news." Students usually call with problems, not praise. But don't let that give you a warped perspective of the world.

Five Ways to Add Some Fun to Your Workday • Work in a perk. • Breathe. Several times during the day, pause for three slow, deep, relaxing breaths. • Keep stress relievers on hand. • Celebrate small victories. • Review your successes at the end of the day. Think about what you did well.

10 Tips for Keeping Fresh and Cool Under Pressure • Take brisk walks on your break. • Post motivational quotes on your phone or around your workstation. • Get more sleep at night. • Take breaks with positive coworkers. • Share your feelings about work with friends and family members. • Eat a healthy lunch. • Listen to motivational tapes on your way to work. • Make time for your hobbies. • Keep a funny picture near your phone so you remember to smile. • Allow yourself one five minute phone call to a friend.

At the End of the Day…. At the end of the day, spend a few moments reflecting On what you have accomplished. Tally up the good experiences against the bad. Sure, there are always angry students and those you can never please. Because you are a professional, it's natural to remember and be concerned about the negative student contacts you experience. You deserve to pat yourself on the back!

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• Create an email message
• Suggested recipients
• Use @mentions
• Create a signature
• Add attachments
• Check spelling
• Add a reaction
• Out of office replies
• Delay or schedule
• Recall a message
• Automatic forwarding
• Read receipt
• Save a file or draft
• Change display name
• Create a folder
• Use inbox rules
• Conditional formatting
• Use Favorites
• Custom views
• Message font size
• Message list view
• Focused Inbox
• View as conversations
• Filter and sort messages
• Number of messages
• Chat with recipients
• Share an email
• Status in Outlook
• Phishing and suspicious behavior
• Blocked senders
• Protected messages
• Open a protected message
• More to explore

Create and add an email signature in Outlook

In Outlook, you can create one or more personalized signatures for your email messages. Your signature can include text, links, pictures, and images (such as your handwritten signature or a logo).

Note:  If the steps under this New Outlook tab don't work, you may not be using new Outlook for Windows yet. Select Classic Outlook  and follow those steps instead.

Create and add an email signature

On the View tab, select   View Settings . 

Select Accounts > Signatures .

Select    New signature , then give it a distinct name.

In the editing box below the new name, type your signature, then format it with the font, color, and styles to get the appearance you want.

Select Save when you're done.

With your new signature selected from the list above the editing box, go to  Select default signatures and choose whether to apply the signature to new messages and to replies and forwards.

Select Save again.

Note:  If you have a Microsoft account, and you use Outlook and Outlook on the web or Outlook on the web for business, you need to create a signature in both products.

Create your signature and choose when Outlook adds a signature to your messages

If you want to watch how it's done, you can go directly to  the video below .

Open a new email message.

Under Select signature to edit , choose New , and in the New Signature dialog box, type a name for the signature.

Under Edit signature , compose your signature. You can change fonts, font colors, and sizes, as well as text alignment. If you want to create a more robust signature with bullets, tables, or borders, use Word to create and format your signature text, then copy and paste it into the Edit signature box. You can also use a pre-designed template  to create your signature. Download the templates in Word, customize with your personal information, and then copy and paste into the Edit signature box. 

You can add links and images to your email signature, change fonts and colors, and justify the text using the mini formatting bar under Edit signature .

You can also add social media icons and links in your signature or customize one of our pre-designed temlates. For more information, see Create a signature from a template .

To add images to your signature, see Add a logo or image to your signature .

Under Choose default signature , set the following options. 

In the E-mail account drop-down box, choose an email account to associate with the signature. You can have different signatures for each email account.

You can have a signature automatically added to all new messages. Go to in the New messages drop-down box and select one of your signatures. If you don't want to automatically add a signature to new messages, choose (none). This option does not add a signature to any messages you reply to or forward. 

You can select to have your signature automatically appear in reply and forward messages. In the  Replies/forwards drop-down, select one of your signatures. Otherwise, accept the default option of (none). 

Choose OK to save your new signature and return to your message. Outlook doesn't add your new signature to the message you opened in Step 1, even if you chose to apply the signature to all new messages. You'll have to add the signature manually to this one message. All future messages will have the signature added automatically. To add the signature manually, select Signature from the Message menu and then pick the signature you just created.

Add a logo or image to your signature

If you have a company logo or an image to add to your signature, use the following steps.

Open a new message and then select Signature > Signatures .

In the Select signature to edit box, choose the signature you want to add a logo or image to.

To resize your image, right-click the image, then choose Picture . Select the Size tab and use the options to resize your image. To keep the image proportions, make sure to keep the Lock aspect ratio checkbox checked.

When you're done, select OK , then select OK again to save the changes to your signature.

Insert a signature manually

If you don't choose to insert a signature for all new messages or replies and forwards, you can still insert a signature manually.

In your email message, on the Message tab, select Signature .

Choose your signature from the fly-out menu that appears. If you have more than one signature, you can select any of the signatures you've created.

See how it's done

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Note:  Outlook on the web is the web version of Outlook for business users with a work or school account.

Automatically add a signature to a message

You can create an email signature that you can add automatically to all outgoing messages or add manually to specific ones.

Select Settings   at the top of the page.

Select Mail >  Compose and reply .

Under Email signature , type your signature and use the available formatting options to change its appearance.

Select the default signature for new messages and replies.

Manually add your signature to a new message

If you've created a signature but didn't choose to automatically add it to all outgoing messages, you can add it later when you write an email message.

In a new message or reply, type your message.

If you created multiple signatures, choose the signature you want to use for your new message or reply.

When your email message is ready, choose Send .

Note:  Outlook.com is the web version of Outlook for users signing in with a personal Microsoft account such as an Outlook.com or Hotmail.com account.

Related articles

Create and add an email signature in Outlook for Mac

Create an email signature from a template

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