- Houston , Texas, USA.
- Info@mbstrainingcenter.com
Telephone Etiquette
This course is part of Social Development (Sales & Marketing)
Instructors: Tammy McAllister
150,434 already enrolled
12 modules
Learn the fundamentals.
30 -40 hours to complete
Spread over 2 to 3 weeks
Flexible schedule
Learn at your own pace
★★★★☆ 4.8
(4,274 reviews)
About the Course
Proper Telephone Etiquette can facilitate great communication, inside and outside the office. It can be the special way that you show confidence in a challenging situation, or your pleasant day-to-day interaction with customers and co-workers alike. These and other events can become more easily managed with this great course.
With our Telephone Etiquette course, your 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, your participants will improve on almost every aspect of their career.
Course Objectives:
- 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
- Course Objectives
- Pre-Assignment
- Pre-Test
- Phrasing
- Tone of Voice
- Speaking Clearly
- Listen to the Caller
- Practical Illustration
- Review Questions
- Please and Thank You
- Do Not Use Slang
- Avoid Using the Term “You”
- Emphasize What You Can Do, Not What You Can’t
- Practical Illustration
- Review Questions
- Avoid Eating or Drinking
- Minimize Multi-Tasking
- Remove Office Distractions
- Do Not Let Others Interrupt You
- Practical Illustration
- Review Questions
- Avoid Long Greeting Messages
- Introduce Yourself
- Focus on Their Needs
- Be Patient
- Practical Illustration
- Review Questions
- Be Prepared
- Identify Yourself and Your Company
- Give Them the Reason for the Call
- Keep Caller Information Private
- Practical Illustration
- Review Questions
- Stay Calm
- Listen to Their Needs
- Never Interrupt
- Identify What You Can Do for Them
- Practical Illustration
- Review Questions
- Transferring Calls
- Placing Callers on Hold
- Taking Messages
- End the Conversation
- Practical Illustration
- Review Questions
- Ensure the Voicemail Has a Proper Greeting
- Answer Important Messages Right Away
- Ensure Messages are Delivered to the Right Person
- When Leaving a Message for Others
- Practical Illustration
- Review Questions
- Group Training
- One-on-One Training
- Peer Training
- Job Shadowing
- Practical Illustration
- Review Questions
- Screening Calls
- Employee Evaluations
- Peer Monitoring
- Customer Surveys
- Practical Illustration
- Review Questions
- Words from the Wise
- Lessons Learned
Offered by
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Everything You Need to Know About the Course
Yes! Upon successful completion of the course, you will receive a certificate that demonstrates your mastery of key entrepreneurial skills and knowledge.
The course typically takes 30-40 hours to complete, depending on your pace. The program is spread over 12 modules and can be completed in 3 weeks at 3 hours per week. You can also take the course at your own pace with flexible scheduling.
Yes, this course is designed for aspiring entrepreneurs, small business owners, and professionals transitioning into self-employment. It covers the fundamentals, as well as advanced strategies, to help you at any stage of your entrepreneurial journey.
In this workshop, you will learn how to start, manage, and grow a successful business. Topics include business planning, market analysis, employee management, securing financing, marketing strategies, and business growth techniques.
Yes! Upon successful completion of the course, you will receive a certificate that demonstrates your mastery of key entrepreneurial skills and knowledge.
There are no specific prerequisites. Whether you're new to entrepreneurship or already running a business, this workshop will provide valuable insights and practical tools.
Yes, you will have access to the course materials and resources even after completion, so you can refer back to them as needed.
To enroll, simply visit the course registration page, fill out the form, and select your preferred payment option. You will receive immediate access to the course materials upon enrollment.
We offer a 30-day money-back guarantee. If you are not satisfied with the course within the first 30 days, you can request a full refund.
Yes! The course is designed with flexibility in mind. You can complete the modules at your own pace and choose a schedule that works for you.
