Course Description
In this growing electronic age, we often forget how important it can be to have simple telephone etiquette. Outside the realm of texting and emails, many people still use the telephone as a primary source of communication. Knowing the proper etiquette and procedures for speaking with someone on the telephone can show a great deal of professionalism as well as social knowledge.
At the end of this workshop, participants should be able to:
Recognize the different aspects of telephone language
Properly handle inbound/outbound calls
Know how to handle angry or rude callers
Learn to receive and send phone messages
Know different methods of employee training
Agenda
Module 1: Aspects of Phone Etiquette
Topic A: Phrasing
Topic B: Tone of Voice
Topic C: Speaking Clearly
Topic D: Listen to the Caller
Module 2: Using Proper Phone Language
Topic A: Please and Thank You
Topic B: Do Not Use Slang
Topic C: Avoid Using the Term “You”
Topic D: Emphasize What You Can Do, Not What You Can’t
Module 3: Eliminate Phone Distractions
Topic A: Avoid Eating or Drinking
Topic B: Minimize Multi-Tasking
Topic C: Remove Office Distractions
Topic D: Do Not Let Others Interrupt You
Module 4: Inbound Calls
Topic A: Avoid Long Greeting Messages
Topic B: Introduce Yourself
Topic C: Focus on Their Needs
Topic D: Be Patient
Module 5: Outbound Calls
Topic A: Be Prepared
Topic B: Identify Yourself and Your Company
Topic C: Give Them the Reason for the Call
Topic D: Keep Caller Information Private