Telephone Etiquette

$49

Telephone Etiquette is a key skill for anyone dealing with external or internal stakeholders and customers. Our course will give guidance on developing those skills, whether dealing with inbound or outbound calls or dealing with difficult customers. All this will ensure a more positive environment internally and organisational influence as a whole. .

Study our course in the way you want. In small units or in one. Synchronise your learning between any device and remember and track your progress. Study and answer questions at your convenience and at the end of the course, if you answer more than 80% of the questions correctly, qualify for a certificate of achievement.

Your Course

Module One: Introduction

  • Welcome
  • Course Objectives
  • How it works

Module Two: Aspects of Phone Etiquette

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

Module Four: Eliminate Phone Distractions

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

Module Five: Inbound Calls

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

Module Seven: Handling Rude or Angry Callers

  • Stay Calm
  • Listen to the Needs
  • Never Interrupt
  • Identify What You Can Do For Them
  • Case Study
  • Review Questions

Module Eight: Handling Interoffice Calls

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

Module Nine: Goal Setting

  • The importance of goals
  • SMART goals
  • Staying committed
  • motivation
  • Overcoming limitations
  • Case study
  • Review questions

Module Ten: Key Steps

  • Six success factors
  • Staying customer focused
  • The art of telephone persuasion
  • Telephone selling techniques
  • Case study
  • Review questions

Module Eleven: Closing the Sale

  • Knowing when it’s time to close
  • Closing techniques
  • Maintaining the relationship
  • After the sale
  • Case study
  • Review questions

Module Twelve: Closing Thoughts

  • Words from the wise
  • Lessons learned
  • Your scores
  • Evaluation form
  • Further reading

Throughout the course you will develop key skills as you cover the following topics

  • Active listening and other telephone techniques
  • Using the proper language and terms
  • The difference between inbound and outbound calls
  • Handling difficult callers

By the end of this course on Telephone Etiquette Skills, you will:

  • Be able to improve the overall quality of your phone presence
  • Know how to effectively handle all call types
  • Be able to improve the quality of service of all those around you

Prior knowledge

You need a relatively good level of English (B2) or more in order to understand the teaching and get the most from the course.

As you develop your career, there will be a constant requirement to not only refresh and update existing technical learning but also to develop new skills and ways of thinking and behaving.

Technical Skills

Whether you’re in production, distribution, sales, finance, human resources or management your technical skills will always need to keep up with the latest developments in technology and change. The learning for this will generally come from your peers, industry trends and specialised training.

New skills

However, as you move up in seniority through an organisation or become and entrepreneur, you will be faced with learning a much wider array of skills. You will need to learn how to be a generalist but with the ability to look at the whole of a business and how it all interlocks.

People Skills

Most importantly, you will need to master your own behaviours and character and emotional intelligence in order to influence, inspire and bring people along with your vision.

Your career, personal and professional development should never stop, whether you are learning because of a company or professional body requirement or whether you are just wanting to grow.

ALWAYS BE LEARNING!

We have many more courses for your business or organisation. Get in touch about how to get our courses available to your organisation or fellow learners.

Are you looking for a comprehensive learning solution for you and your teams? We have a portfolio of over 150 business short courses that are available online and on-demand. These ready to go courses cover all key areas of a business from finance & operations, sales & marketing, human resources to administration and management. As well as hard skills that range from elementary to advanced, there is an array of people and soft skill development.

Our e-learning is comprehensive, up to date and produced by a high quality learning and editorial team. It combines the latest in business thinking with the latest in learning technology. Learning can be delivered wholly online through self-study, with virtual tutor support or in a group & classroom environment by our qualified trainers.

  • All online learning is tracked and courses can be used as part of a personal development plan for staff
  • Learners can study out of hours or in breaks with bite-size learning
  • Get back end management reports on learner progress
  • Cost efficiently solve any compliance, insurance, regulatory, union or staff association requirements
  • Save on staff training and CPD costs
  • Choose and pay for only the courses you need or look at our library models for even greater value
  • No lock-in contracts – pay monthly or get a handsome discount for annual and multi-year deals
  • No big installations necessary – a simple web browser is all you need to get started
  • New courses being added all the time

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