Essential Telephone Etiquette

Price: 24.25 Per Participant or

$112.50 (all 6 Modules)

Get a 10% discount with promo code OFFICESKILLS10

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Course Description

Effective communication over the phone is essential for any organization today that relies on customer service to grow or retain its customer base. Most customer service representatives have basic phone operating skills in areas such as answering the phone in a professional manner and greeting the customer. However, many customer service teams lack the crucial etiquette and speaking and listening skills that set apart profitable and professional organizations.

This course module includes 5 daily lessons and focuses on the most important and fundamental telephone skills for every service professional including:

• How to answer the telephone professionally and enthusiastically.
• How to transfer calls effectively, without annoying customers.
• How to appropriately use the customer's name during the call.
• How to take messages professionally and accurately.
• How to make outbound calls in a courteous and professional manner.
• The best way to place a customer on hold.
• The best way to transfer the caller to another person.
• How to deal with multiple callers.
• How to end the call in a positive manner.

This is a lot of information for anyone to try to absorb (and actually master) in a single training session, so this course module is divided into 5 daily lessons. The structure of this course helps you avoid many of the most common training errors for telephone customer service representatives.

Each lesson is 15-25 minutes in length and presents many "how to" examples of each skill. The pace is fast enough to keep the learner engaged, and the content is practical, so at the end of each daily lesson new practices have been introduced that can be applied on the job immediately.

The daily lessons also reinforce skills introduced during previous lessons, so by the time an individual has completed the entire course module, he or she has had repeated exposure to the most critical skills, many examples of the skills in action, and many opportunities to apply these skills on the job.

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Watch a preview of the Telephone Etiquette Course Online

Ready to Order. Please note: All orders for the Phone Skills Trainer modules must be placed on the Frontline Learning website. When you place your order on the.Frontline Learning website, you can receive the 10% discount by using the promo code: OFFICESKILLS10.

Request a free preview of the entire Phone Skills Trainer core library of 6 module