Telephone Etiquette - Train the Trainer Course & Training Materials + Trainer Resources
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Summary
- Exam(s) / assessment(s) is included in price
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Overview
Telephone Etiquette - Online Training Course - Phone Etiquette for Business Calls & Customer Service
The meaning of telephone etiquette can sometimes be difficult to describe. It can be a unique attribute or characteristic that facilitates great communication, inside and outside the office. It can be the special way that you show confidence in any challenging situation. These and other events can become more easily managed with this great online learning course.
Study method - Online, self-paced (6-12 study hours)
Course format - Online (24/7 access), modular
Course Duration - Part-time (1 year access)
Qualification - Certificate of completion
Course Delivery – via desktop PC/MAC, laptops, tablets or smart phones
Awarded Body – IAOTS Accredited/CPD Standards
(image)
Course aims
With our telephone etiquette online course, participants will begin to see how important it is to develop better telephone communication skills. By improving how they communicate on the telephone and improve basic communication skills, participants will improve on almost every aspect of their career.
Course objectives
The objectives of this telephone etiquette online course are to:
- Recognize the different aspects of telephone language
- Properly handle inbound/outbound calls
- Know how to handle angry or rude callers
- Learn to receive and send phone messages
- Know different methods of employee training
What’s covered in this course?
This online telephone etiquette course covers the following:
Module One: Getting Started
- Housekeeping Items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plan
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
- 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 the 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 Voice Mail 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
CPD
Description
Telephone Etiquette - Online Training Course - Phone Etiquette for Business Calls & Customer Service
The meaning of telephone etiquette can sometimes be difficult to describe. It can be a unique attribute or characteristic that facilitates great communication, inside and outside the office. It can be the special way that you show confidence in any challenging situation. These and other events can become more easily managed with this great online learning course.
Study method - Online, self-paced (6-12 study hours)
Course format - Online (24/7 access), modular
Course Duration - Part-time (1 year access)
Qualification - Certificate of completion
Course Delivery – via desktop PC/MAC, laptops, tablets or smart phones
Awarded Body – IAOTS Accredited/CPD Standards
(image)
Course aims
With our telephone etiquette online course, participants will begin to see how important it is to develop better telephone communication skills. By improving how they communicate on the telephone and improve basic communication skills, participants will improve on almost every aspect of their career.
Course objectives
The objectives of this telephone etiquette online course are to:
- Recognize the different aspects of telephone language
- Properly handle inbound/outbound calls
- Know how to handle angry or rude callers
- Learn to receive and send phone messages
- Know different methods of employee training
What’s covered in this course?
This online telephone etiquette course covers the following:
Module One: Getting Started
- Housekeeping Items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plan
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
- 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 the 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 Voice Mail 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 The Parking Lot
- Lessons Learned
- Recommended Reading
- Completion Of Action Plans And Evaluations
Why is telephone etiquette so important?
With so much attention being placed on online communication, whether it’s via email and social media, it seems that conversing with your actual voice is a lost art. However, answering the telephone is still a big part of the experience for many businesses.
Talking with someone effectively on the phone truly is an art form. It’s so much different from both talking to people online and in person. Online, you have the time to really devise a great answer and think about what you are going to speak about before you press “enter.”
And when you are talking to someone in the flesh, you can use your facial expressions and body language to better translate what you are trying to get across. But when you are talking on the phone, it’s all about your voice and the way you speak to them directly. That’s why having good manners on the phone is so important.
Why choose our online training courses?
All our e-learning courses can be accessed on any electronic/computerised device. You can study at work or at home, in your own time and at your own pace!
- Easy to follow and understand
- Only 6-12 hours recommended study time
- 1 year access to course & learning materials
- Access your course anytime, anywhere & on any device
- Complete course on desktop computer, laptop, tablet or smartphone
- Additional references and downloadable materials available
- Certificate (IAOTS Accredited)
Course accreditation
- The content of this online training course has been independently certified as conforming to universally accepted Continuous Professional Development (CPD) guidelines.
- All our online courses are accredited and internationally recognised by the International Association of Online Training Standards (IAOTS).
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This course is advertised on reed.co.uk by the Course Provider, whose terms and conditions apply. Purchases are made directly from the Course Provider, and as such, content and materials are supplied by the Course Provider directly. Reed is acting as agent and not reseller in relation to this course. Reed's only responsibility is to facilitate your payment for the course. It is your responsibility to review and agree to the Course Provider's terms and conditions and satisfy yourself as to the suitability of the course you intend to purchase. Reed will not have any responsibility for the content of the course and/or associated materials.
