Telephone Etiquette
Description
The meaning of Telephone Etiquette can sometimes be challenging to describe. It can be a unique attribute or characteristic that facilitates excellent communication, inside and outside the office. It can be a special way that you show confidence in any challenging situation. These and other events can become more easily managed with this great course.
With our Telephone Etiquette Course, you will begin to see how important it is to develop better telephone communication skills. By improving how you communicate on the telephone and improving basic communication skills, you will improve on almost every aspect of your career.
Course Curriculum
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Introduction
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Course Objectives ..
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Module 1
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Aspects of Phone Etiquette .. -
Phrasing .. -
Tone of Voice .. -
Speaking Clearly .. -
Listen to the Caller .. -
Knowledge Check ..
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Module 2
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Using Proper Phone Language .. -
Please and Thank You .. -
Do Not Use Slang .. -
Avoid Using the Term “You” .. -
Emphasize What You Can Do, Not What You Can’t .. -
Knowledge Check ..
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Module 3
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Eliminate Phone Distractions .. -
Avoid Eating or Drinking .. -
Minimize Multi-Tasking .. -
Remove Office Distractions .. -
Do Not Let Others Interrupt You .. -
Knowledge Check ..
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Module 4
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Inbound Calls .. -
Avoid Long Greeting Messages .. -
Introduce Yourself .. -
Focus on Their Needs .. -
Be Patient .. -
Knowledge Check ..
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Module 5
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Outbound Calls .. -
Be Prepared .. -
Identify Yourself and Your Company .. -
Give Them the Reason for the Call .. -
Keep Caller Information Private .. -
Knowledge Check ..
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Module 6
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Handling Rude or Angry Callers .. -
Stay Calm .. -
Listen to Their Needs .. -
Never Interrupt .. -
Identify What You Can Do for Them .. -
Knowledge Check ..
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Module 7
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Handling Interoffice Calls .. -
Transferring Calls .. -
Placing Callers on Hold .. -
Taking Messages .. -
End the Conversation .. -
Knowledge Check ..
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Module 8
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Handling Voicemail Messages .. -
Ensure the Voicemail Has a Proper Greeting .. -
Answer Important Messages Right Away .. -
Ensure Messages are Delivered to the Right Person .. -
When Leaving a Message for Others .. -
Knowledge Check ..
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Module 9
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Methods of Training Employees .. -
Group Training .. -
One-on-One Training .. -
Peer Training .. -
Job Shadowing .. -
Knowledge Check ..
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Module 10
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Correcting Poor Telephone Etiquette .. -
Screening Calls .. -
Employee Evaluations .. -
Peer Monitoring .. -
Customer Surveys .. -
Knowledge Check ..
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Assessment
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Post Test ..
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