The Best Investment you can Make, is in the Way you and your team Speak!
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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.
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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