Course Overview

Course: Telephone Etiquette

The meaning of Telephone Etiquette can sometimes be difficult to describe. It can be a unique attribute or characteristic that facilitates great communication, inside and outside the office. It can be the special way that you show confidence in any challenging situation. These and other events can become more easily managed with this great workshop.

 

With our Telephone Etiquette course, participants will begin to see how important it is to develop better telephone communication skills. By improving how they communicate on the telephone and improve basic communication skills, your participants will improve on almost every aspect of their career.

Telephone Etiquette

Recommended Book

Course Objectives

  • Recognize the different aspects of telephone language
  • Properly handle inbound/outbound calls
  • Know how to handle angry or rude callers
  • Learn to receive and send phone messages
  • Know different methods of employee training
workshop-objectives

Course Outline

Module One: Getting Started

  • Pre-Assignment Review
  • Course Objectives
  • Action Plan

Module Two: Aspects of Phone Etiquette

  • Phrasing
  • Tone of Voice
  • Speaking Clearly
  • Listen to the Caller
  • Case Study
  • Module Two: Review Questions

Module Three: 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
  • Case Study
  • Module Three: Review Questions

Module Four: Eliminate Phone Distractions

  • Avoid Eating or Drinking
  • Minimize Multi-Tasking
  • Remove Office Distractions
  • Do Not Let Others Interrupt
  • Case Study
  • Module Four: Review Questions

Module Five: Inbound Calls

  • Avoid Long Greeting Messages
  • Introduce Yourself
  • Focus on Their Needs
  • Be Patient
  • Case Study
  • Module Five: Review Questions

Module Six: Outbound Calls

  • Be Prepared
  • Identify Yourself and Your Company
  • Give Them the Reason for the Call
  • Keep Caller Information Private
  • Case Study
  • Module Six: Review Questions
Module Seven: Handling Rude or Angry Callers

  • Stay Calm
  • Listen to the Needs
  • Never Interrupt
  • Identify What You Can Do For Them
  • Case Study
  • Module Seven: Review Questions

Module Eight: Handling Interoffice Calls

  • Transferring Calls
  • Placing Callers on Hold
  • Taking Messages
  • End the Conversation
  • Case Study
  • Module Eight: Review Questions

Module Nine: Handling Voicemail Messages

  • Ensure the Voice Mail Has a Proper Greeting
  • Answer Important Messages Right Away
  • Ensure Messages are Delivered to the Right Person
  • When Leaving A Message for Others...
  • Case Study
  • Module Nine: Review Questions

Module Ten: Methods of Training Employees

  • Group Training
  • One-on-One Training
  • Peer Training
  • Job Shadowing
  • Case Study
  • Module Ten: Review Questions

Module Eleven: Correcting Poor Telephone Etiquette

  • Screening Calls
  • Employee Evaluations
  • Peer Monitoring
  • Customer Surveys
  • Case Study
  • Module Eleven: Review Questions

Module Twelve: Wrapping Up

  • Words From The Wise
  • Review Of The Course
  • Lessons Learned
  • Recommended Reading
  • Completion Of Action Plans And Evaluations
Duration: 2-3 hours

 

Target Audience: Sales & Marketing Managers & Personnel

 

Price: FREE

NOTE: To qualify for your official BestCorporateAcademy certificate you must study and complete all modules and score 80% or higher before you can purchase your certificate.