Telephone Etiquette

Description

Telephones are usually the frontline of customer service and the meaning of telephone etiquette can sometimes be difficult to describe, but it is something that is crucial to upholding great communication, inside and outside of the office.
Good telephone etiquette will help you to show confidence in a challenging situation, or on the receiving end of an angry or rude caller, you will get an insight into effective tips to handle any telephone conversation, which way it flows.
By improving how you communicate on the telephone and enhancing basic communication skills, you will improve on almost every aspect of their career, whether the connection is Skype, teleconference platforms or mobiles.
KEY LEARNING POINTS
In this course, you will learn:
Aspects of phone etiquette
How to use proper phone language
How to eliminate phone distractions
Handling inbound calls
Making effective outbound calls
How to handle rude or angry callers
Handling interoffice calls and voicemail messages
Methods of training employees
How to correct poor telephone etiquette
ADVANTAGES OF THIS COURSE
Learn how to handle any telephone conversation, no matter what way the conversation flows
Transferable phone skills that can be taken into any organisation in any industry
Implement your knowledge as soon as you’ve finished the course
Have a positive influence on your organisation
Defuse difficult situations and customers
Units of Study
Getting Started
Aspects of Phone Etiquette
Using Proper Phone Language
Eliminate Phone Distractions
Inbound Calls
Outbound Calls
Handling Rude or Angry Callers
Handling Interoffice Calls
Handling Voicemail Messages
Methods of Training Employees
Correcting Poor Telephone Etiquette
Wrapping Up