Description

Duration

1 Days

6 CPD hours

This course is intended for

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

Overview

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

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

Getting Started

Housekeeping Items
Pre-Assignment Review
Workshop Objectives
The Parking Lot
Action Plan

Aspects of Phone Etiquette

Phrasing
Tone of Voice
Speaking Clearly
Listen to the Caller
Case Study

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

Eliminate Phone Distractions

Avoid Eating or Drinking
Minimize Multi-Tasking
Remove Office Distractions
Do Not Let Others Interrupt
Case Study

Inbound Calls

Avoid Long Greeting Messages
Introduce Yourself
Focus on Their Needs
Be Patient
Case Study

Outbound Calls

Be Prepared
Identify Yourself and Your Company
Give Them the Reason for the Call
Keep Caller Information Private
Case Study

Handling Rude or Angry Callers

Stay Calm
Listen to the Needs
Never Interrupt
Identify What You Can Do For Them

Handling Interoffice Calls

Transferring Calls
Placing Callers on Hold
Taking Messages
End the Conversation
Case Study

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

Methods of Training Employees

Group Training
One-on-One Training
Peer Training
Job Shadowing
Case Study

Correcting Poor Telephone Etiquette

Screening Calls
Employee Evaluations
Peer Monitoring
Customer Surveys
Case Study

Wrapping Up

Words From The Wise
Review Of The Parking Lot
Lessons Learned
Recommended Reading
Completion Of Action Plans And Evaluations

Course Images

Telephone Etiquette

By Nexus Human

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