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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