Telephone Etiquette

Course Description

Overview: Learn how to enhance your professional image and communication skills. Telephone etiquette and behaviour can set a positive or negative tone for the conversation that follows. This course provides the necessary guidelines, knowledge, skills and strategies to ensure a positive impact on all callers. Training in the following areas is covered: effective greetings, voice technique, taking messages, voice mail, conference calls, handling difficult callers, and much more.

Participant Outcomes

Upon successful completion of this course, you will be able to:

• Develop skills for greeting and closing calls, listening, holding, taking messages, conference calls, handling difficult callers and voice mail
• Learn how tone of voice affects callers and how to alter it to leave a positive impression
• Identify techniques to manage calls efficiently and effectively
• Deal with difficult callers in a positive and pleasant manner
• Participate in role-plays of real situations and define appropriate ways of dealing with those situations
• Develop and practice a script to take away after the course
• Follow-up practical assessment

Course Content

• Lesson 1: Greeting and Closing
• Lesson 2: Active Listening
• Lesson 3: Holding
• Lesson 4: Taking Messages
• Lesson 5: Conference Calls
• Lesson 6: Handling Difficult Callers
• Lesson 7: Voice Mail
• Lesson 8: Follow-up