Telephone Etiquette
This course will help participants improve their phone skills which will make them more confident, improve sales, and help gain new customers while retaining your current clientele. A more confident employee is also one that is happier, and happier employees will produce happier customers.
Through our Telephone Etiquette workshop participants will learn the skills to increase productivity and improve performance. This will produce a positive environment throughout your business and influence the organization as a whole.
Recognizing the different skills used between inbound and outbound calls along with knowledge on how to deal with rude or angry callers makes this workshop a great investment.
Telephone Etiquette
Course outline
• Module Two: Aspects of Phone Etiquette
• Module Three: Using Proper Phone Language
• Module Four: Eliminate Phone Distractions
• Module Five: Inbound Calls
• Module Six: Outbound Calls
• Module Seven: Handling Rude or Angry Callers
• Module Eight: Handling Interoffice Calls
• Module Nine: Handling Voicemail Messages
• Module Ten: Methods of Training Employees
• Module Eleven: Correcting Poor Telephone Etiquette
• Module Twelve: Wrapping Up
Delivery method
Location
Duration
Entry Requirements
What Is Included
Computer / Laptop to use for the duration of the course (classroom & onsite courses only)
Detailed course notes and sample exercises
Full colour course manual
Free online training videos
Refreshments (classroom courses only)
A recording of the training course (virtual courses only)
Free PDF certificate upon successful completion of the course.
Full one-year access to Course materials (eLearning only)
Benefit from instant feedback through practice questions
Full tutor support available from Monday to Friday
Study in your own time through your computer, tablet or mobile device (eLearning only)
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From £175.00 Exc. VAT
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Learning Requirements
Any recent Desktop/Laptop/Tablet with internet connectivity and based on a modern operating system (Windows8®️,Windows7®️, Windows Vista®️, MAC OSX, Linux, iPad iOS 7, Kindle Fire, Android based Tablets) with a latest version of the Web Browser viz. Chrome, Firefox, Internet Explorer 11, (Safari on MAC OSX).
- 1GB RAM [512MB RAM] & at least 1GB of available hard disk space.
- The learning application is based on HTML5 technologies and therefore the latest version of Web Browser is a pre-requsite ( Chrome, Firefox, Internet Explorer 11).
Lion Heart Service Level Agreement (SLA) for responding to Learning enquiries are:
- An initial acknowledgement to the enquiry is sent to the candidate within 2 working hours.
- A full response, whether this is by email or telephone call is completed within one working day.
- A follow up email is sent to the candidate to confirm that the enquiry has been responded to satisfactorily, and to close the enquiry.
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