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Course Objectives

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

Agenda

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

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

  • 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

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

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

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

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

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

  • 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

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

  • Screening Calls
  • Employee Evaluations
  • Peer Monitoring
  • Customer Surveys
  • Case Study

  • Words From The Wise
  • Review Of The Parking Lot
  • Lessons Learned
  • Recommended Reading
  • Completion Of Action Plans And Evaluations
Tags
Applications Core Type: Core 4 Vendor: Corporate Training Product Line: Business Skills
FREE

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Course Type: Instructor Led