Telephone Etiquette eLearning Course

Telephone Etiquette focuses on learning the proper Etiquette and Procedure for Speaking to Customers on the Telephone, as this is still the primary source of Communication.  This Program shows participants how to develop a “Can do Attitude” and reinforces the Concept of Africanacity.  This Course focuses on using correct Language, Tone of Voice and taking charge of the Customer and their particular requirements in a Professional manner.

In this growing electronic age, we often forget how important it can be to have the correct and appropriate 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.

This eLearning Course has 12 Modules with reviews. Each Module should take at least 30 to 60 minutes for maximum benefit and all reviews and questions should be worked through.

This Course includes a Certificate.

Use your Talent to greatly improve your skills by embarking on our excellent eLearning Courses.

Module One: Getting Started
Workshop Objectives
Module Two: Aspects of Phone Etiquette
Phrasing
Tone of Voice
Speaking Clearly
Listen to the Caller
Case Study
Module Two: 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
Module Three: Review Questions
Module Four: Eliminate Phone Distractions
Avoid Eating or Drinking
Minimize Multi-Tasking
Remove Office Distractions
Do Not Let Others Interrupt You
Case Study
Module Four: Review Questions
Module Five: Inbound Calls
Avoid Long Greeting Messages
Introduce Yourself
Focus on Their Needs
Be Patient
Case Study
Module Five: 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
Module Six: Review Questions
Module Seven: Handling Rude or Angry Callers
Stay Calm
Listen to Their Needs
Never Interrupt
Identify What You Can Do for Them
Case Study
Module Seven: Review Questions
Module Eight: Handling Interoffice Calls
Transferring Calls
Placing Callers on Hold
Taking Messages
End the Conversation
Case Study
Module Eight: Review Questions
Module Nine: Handling Voicemail Messages
Ensure the Voicemail 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
Module Nine: Review Questions
Module Ten: Methods of Training Employees
Group Training
One-on-One Training
Peer Training
Job Shadowing
Case Study
Module Ten: Review Questions
Module Eleven: Correcting Poor Telephone Etiquette
Screening Calls
Employee Evaluations
Peer Monitoring
Customer Surveys
Case Study
Module Eleven: Review Questions
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot