Telephone Etiquette and Techniques

MC232

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Somebody once said, I want to be buried with a mobile phone, just in case I’m not dead. Well, many things would go with that like the coverage, charging, etc; and what if you decided to dial and called the wrong number, would you use the proper manners and be of concern in putting to use the established telephone etiquettes and make it less of a burden….!!!

Ahoy! With all due respect to Abraham Graham, the meaning of Telephone Etiquette can sometimes be difficult to describe. It can be a unique attribute or characteristic that facilitates great communication, inside and outside the office. It can be the special way that you show confidence in any challenging situation. These and other events can become more easily managed with this great workshop.

With our Telephone Etiquette workshop, the participants will begin to see how important it is to develop better telephone communication skills. By improving how they communicate on the telephone and improve basic communication skills, participants will improve on almost every aspect of their career.

Recognize the different aspects of telephone language
Home, Office & Cell phones rules
Properly handle inbound/outbound/transferring calls
Know how to handle angry or rude callers
“Do’s & Don’ts” of Telephone EtiquetteLearn to receive and send phone messages
Know different methods of employee training

elephone Operator
Health desk Support
Technical Support
Managers
Supervisors
Sale consultants
Administrative Staff
Customer service executives
Consultants
Anyone who needs to deal with clients or customers

Module1:Getting Started

Workshop Objectives

Module 2: Aspects of Phone Etiquette

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

Module 3: Using Proper Phone Language

Please and Thank You
Do Not Use Slang
Avoid Using the Term “You”
Emphasize What You Can Do…
Case Study

Module 4: Eliminate Phone Distractions

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

Module 5: Inbound Calls

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

Module 6: Outbound Calls

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

Module 7: Handling Rude or Angry Call…

Stay Calm
Listen to Their Needs
Never Interrupt
Identify What You Can Do for Them
Case Study

Module 8: Handling Interoffice Calls

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

Module 9: Handling Voicemail Messages

Ensure the Voicemail Has a Proper…
Answer Important Messages Right…
Ensure Messages are Delivered…
When Leaving a Message for Others
Case Study

Module 10: Methods of Training Emplo…

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

Module 11: Correcting Poor Telephone…

Screening Calls
Employee Evaluations
Peer Monitoring
Customer Surveys
Case Study

Module 12: Wrapping Up

Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations

Presentation & Slides
Audio Visual Aids
Interactive Discussion
Participatory Exercise
Action Learning
Class Activities
Case Studies
Workshops
Simulation

Terms & Conditions

ACTrain reserves the right to alter the Course Schedule without Prior Notification, Fees Quoted are Subject to Terms & Conditions Outlined in ACTrain's Registration Policy