Information Technology

Telephone Etiquette

Instructor-Led 12 Agenda

Description

In this course, students will learn about different types of calls and the etiquette associated with them.

Course Overview

In this course, students will learn about different types of calls and the etiquette associated with them.

Course Objective

Upon successful completion of this course, students will be more confident in handling the phone, resulting in new customers while retaining current clientele.

Who Should Attend

This course is intended for individuals who want to improve their phone skills.

Getting Started Lesson Id 1

Getting Started

Aspects of Phone Etiquette Lesson Id 2

Aspects of Phone Etiquette

Using Proper Phone Language Lesson Id 3

Using Proper Phone Language

Eliminate Phone Distractions Lesson Id 4

Eliminate Phone Distractions

Inbound Calls Lesson Id 5

Inbound Calls

Outbound Calls Lesson Id 6

Outbound Calls

Handling Rude or Angry Callers Lesson Id 7

Handling Rude or Angry Callers

Handling Interoffice Calls Lesson Id 8

Handling Interoffice Calls

Handling Voicemail Messages Lesson Id 9

Handling Voicemail Messages

Methods of Training Employees Lesson Id 10

Methods of Training Employees

Correcting Poor Telephone Etiquette Lesson Id 11

Correcting Poor Telephone Etiquette

Wrapping Up Lesson Id 12

Wrapping Up

Lesson Id	Title	Description
1	Getting Started	Housekeeping Items<br />Pre-Assignment Review<br />Workshop Objectives<br />The Parking Lot<br />Action Plan
2	Aspects of Phone Etiquette	Phrasing<br />Tone of Voice<br />Speaking Clearly<br />Listen to the Caller<br />Case Study
3	Using Proper Phone Language	Please and Thank You<br />Do Not Use Slang<br />Avoid Using the Term “You”<br />Emphasize What You Can Do, Not What You Can’t<br />Case Study
4	Eliminate Phone Distractions	Avoid Eating or Drinking<br />Minimize Multi-Tasking<br />Remove Office Distractions<br />Do Not Let Others Interrupt<br />Case Study
5	Inbound Calls	Avoid Long Greeting Messages<br />Introduce Yourself<br />Focus on Their Needs<br />Be Patient<br />Case Study
6	Outbound Calls	Be Prepared<br />Identify Yourself and Your Company<br />Give Them the Reason for the Call<br />Keep Caller Information Private<br />Case Study
7	Handling Rude or Angry Callers	Stay Calm<br />Listen to the Needs<br />Never Interrupt<br />Identify What You Can Do For Them
8	Handling Interoffice Calls	Transferring Calls<br />Placing Callers on Hold<br />Taking Messages<br />End the Conversation<br />Case Study
9	Handling Voicemail Messages	Ensure the Voice Mail Has a Proper Greeting<br />Answer Important Messages Right Away<br />Ensure Messages are Delivered to the Right Person<br />When Leaving A Message for Others...<br />Case Study
10	Methods of Training Employees	Group Training<br />One-on-One Training<br />Peer Training<br />Job Shadowing<br />Case Study
11	Correcting Poor Telephone Etiquette	Screening Calls<br />Employee Evaluations<br />Peer Monitoring<br />Customer Surveys<br />Case Study
12	Wrapping Up	Words From The Wise<br />Review Of The Parking Lot<br />Lessons Learned<br />Recommended Reading<br />Completion Of Action Plans And Evaluations