Description
Phone etiquette is a highly valuable tool to have in an employee's skill-set, and our Telephone Etiquette course will help provide those skills. This course will help participants improve their phone skills which will make them more confident, improve sales, and help gain new customers while retaining your current clientele. A more confident employee is also one that is happier, and happier employees will produce happier customers.
Through our Telephone Etiquette course, participants will learn the skills to increase productivity and improve performance. This will produce a positive environment throughout your business and influence the organization as a whole. Recognizing the different skills used between inbound and outbound calls along with knowledge on how to deal with rude or angry callers makes this course a great investment.
Objectives
Module One: Getting Started
Module Two: Aspects of Phone Etiquette
- Phrasing
- Tone of Voice
- Speaking Clearly
- Listen to the Caller
- Case Study
- Review Questions
Module Three: 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
- Review Questions
Module Four: Eliminate Phone Distractions
- Avoid Eating or Drinking
- Minimize Multi-Tasking
- Remove Office Distractions
- Do Not Let Others Interrupt
- Case Study
- Review Questions
Module Five: Inbound Calls
- Avoid Long Greeting Messages
- Introduce Yourself
- Focus on Their Needs
- Be Patient
- Case Study
- Review Questions
Module Six: Outbound Calls
- Be Prepared
- Identify Yourself and Your Company
- Give Them the Reason for the Call
- Keep Caller Information Private
- Case Study
- Review Questions
Module Seven: Handling Rude or Angry Callers
- Stay Calm
- Listen to the Needs
- Never Interrupt
- Identify What You Can Do For Them
- Case Study
- Review Questions
Module Eight: Handling Interoffice Calls
- Transferring Calls
- Placing Callers on Hold
- Taking Messages
- End the Conversation
- Case Study
- Review Questions
Module Nine: 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
- Review Questions
Module Ten: Methods of Training Employees
- Group Training
- One-on-One Training
- Peer Training
- Job Shadowing
- Case Study
- Review Questions
Module Eleven: Correcting Poor Telephone Etiquette
- Screening Calls
- Employee Evaluations
- Peer Monitoring
- Customer Surveys
- Case Study
- Review Questions
Certificate
By completing/passing this course, you will attain the certificate eBSI Soft Skills Certificate of Completion
Learning Credits
TERMS AND CONDITIONS
By accepting the Terms and Conditions for using the online facility you declare that all information provided by you is correct. The falsification of any information provided by you, or the provision of incorrect information may result in the imposition of a financial penalty and/or expulsion from the eBSI Export Academy.
Payment by you to the eBSI Export Academy does not constitute a binding contract. The eBSI Export Academy reserves the right to subsequently amend or adjust any fee charged to the student by the online facility at the eBSI Export Academy’s own discretion.
A student may be denied permission to progress in his/her programme of study if all fees have not been paid in full.
The eBSI Export Academy may at any time at its sole discretion modify the terms of access to this facility. Your continued use of the facility following any such modification shall be deemed acceptance of such modification. Disputes arising from the use of this facility and the interpretation of the eBSI Export Academy’s Terms and Conditions are subject to the laws of the Republic of Ireland. Disputes will be brought before the Irish courts. The eBSI Export Academy reserves the right to institute proceedings in the country of your residence.
FEE REFUNDS POLICY
If, for whatever reason, you are unsatisfied with our service, you have the right to cancel your order within seven days of payment and get a full refund, in accordance with EU regulations with the exception of services that start before this cooling off period. To cancel an order, please send us an email at info@ebsi.ie quoting the Invoice No. you received from eBSI Export Academy, the reason for cancellation and the name of the person who made the transaction.
Following the cooling off period, eBSI Export Academy accepts no obligation to refund any fee (or part fee) paid by a student to the eBSI Export Academy or to a Student who withdraws from the course. A full refund will only be given to all applicants for courses which do not proceed.
If you disagree with any of the terms and conditions and/or with any other of the applicable provisions of the eBSI Export Academy Regulations you are not permitted to use this facility.
PRIVACY POLICY
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SECURITY INFORMATION
Your Personal Data is held on secure servers hosted by our Internet Service Provider. The nature of the Internet is such that we cannot guarantee or warrant the security of any information you transmit to us via the Internet. No data transmission over the Internet can be guaranteed to be 100% secure. However, we will take all reasonable steps (including appropriate technical and organisational measures) to protect your Personal Data.
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