Telephone Etiquette
In this growing electronic age, we often forget how important it can be to have simple telephone etiquette. Outside the ...
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- Description
- Curriculum
- Reviews
| Module | Topics Covered |
|---|---|
| Introduction | |
| Course Objectives | |
| Module 1 | Aspects of Phone Etiquette, Phrasing, Tone of Voice, Speaking Clearly, Listen to the Caller, Knowledge Check |
| Module 2 | 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 |
| Module 3 | Eliminate Phone Distractions, Avoid Eating or Drinking, Minimize Multi-Tasking, Remove Office Distractions, Do Not Let Others Interrupt You, Knowledge Check |
| Module 4 | Inbound Calls, Avoid Long Greeting Messages, Introduce Yourself, Focus on Their Needs, Be Patient, Knowledge Check |
| Module 5 | Outbound Calls, Be Prepared, Identify Yourself and Your Company, Give Them the Reason for the Call, Keep Caller Information Private, Knowledge Check |
| Module 6 | Handling Rude or Angry Callers, Stay Calm, Listen to Their Needs, Never Interrupt, Identify What You Can Do for Them, Knowledge Check |
| Module 7 | Handling Interoffice Calls, Transferring Calls, Placing Callers on Hold, Taking Messages, End the Conversation, Knowledge Check |
| Module 8 | 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 |
| Module 9 | Methods of Training Employees, Group Training, One-on-One Training, Peer Training, Job Shadowing, Knowledge Check |
| Module 10 | Correcting Poor Telephone Etiquette, Screening Calls, Employee Evaluations, Peer Monitoring, Customer Surveys, Knowledge Check |
| Assessment | |
| Post Test | |
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Course details
Lectures
1
Level
Advanced
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