Telephone Etiquette
E-Learning
Description
In this course, students will learn about different types of calls and the etiquette associated with them.
In this course, students will learn about different types of calls and the etiquette associated with them.
Upon successful completion of this course, students will be more confident in handling the phone, resulting in new customers while retaining current clientele.
This course is intended for individuals who want to improve their phone skills.
| Lesson Id | Title | Description |
|---|---|---|
| 1 | Getting Started |
Housekeeping Items Pre-Assignment Review Workshop Objectives The Parking Lot Action Plan |
| 2 | Aspects of Phone Etiquette |
Phrasing Tone of Voice Speaking Clearly Listen to the Caller Case Study |
| 3 | 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 |
| 4 | Eliminate Phone Distractions |
Avoid Eating or Drinking Minimize Multi-Tasking Remove Office Distractions Do Not Let Others Interrupt Case Study |
| 5 | Inbound Calls |
Avoid Long Greeting Messages Introduce Yourself Focus on Their Needs Be Patient Case Study |
| 6 | Outbound Calls |
Be Prepared Identify Yourself and Your Company Give Them the Reason for the Call Keep Caller Information Private Case Study |
| 7 | Handling Rude or Angry Callers |
Stay Calm Listen to the Needs Never Interrupt Identify What You Can Do For Them |
| 8 | Handling Interoffice Calls |
Transferring Calls Placing Callers on Hold Taking Messages End the Conversation Case Study |
| 9 | 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 |
| 10 | Methods of Training Employees |
Group Training One-on-One Training Peer Training Job Shadowing Case Study |
| 11 | Correcting Poor Telephone Etiquette |
Screening Calls Employee Evaluations Peer Monitoring Customer Surveys Case Study |
| 12 | Wrapping Up |
Words From The Wise Review Of The Parking Lot Lessons Learned Recommended Reading Completion Of Action Plans And Evaluations |