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!
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