Module One: Introduction & Aspects of Telephone Etiquette
The purpose of this lesson is to introduce telephone etiquette and its aspects.
Key Topics:
- What Is Telephone Etiquette?
- Why Telephone Etiquette Is Important
- Aspects of Telephone Etiquette
- Phrasing
- Tone of Voice
- Speaking Clearly
- Listen to The Caller
Module Two: Talking The Right Way On The Phone
The goal of the lesson is to provide the best representation to understand the right way to talk on the phone.
Key Topics:
- How to Speak Professionally on The Phone: A Step-By-Step Guide
- The Art of Listening And Silence
Module Three: How to Eliminate Phone Distractions
The purpose of the lesson is to find the steps for eliminating the phone distraction. This module also provides insight into the effects of distractions on workplace performance.
Key Topics:
- Phone Distractions
- Avoiding Eating or Drinking
- Minimising Multi-Tasking
- Removing Office Distractions
- Do Not Let Others Interrupt You
- The Effects of Distraction
- Improving Telephone Etiquette
Module Four: Inbound & Outbound Calls
An explicit purpose of the lesson is to identify the inbound and outbound calls and compare which one is the best for your business.
Key Topics:
- Inbound Calls
- Outbound Calls
- Which One is Best for You
Module Five: Dealing With Angry Customers
The lesson aims to explicitly discuss how to deal with angry customers with some tips to handle or inactive them.
Key Topics:
- Handling Rude or Angry Callers
- Interacting with An Angry Customer to Provide Value
- Tips for Handling Angry Customers
Module Six: Voicemail Messages & Interoffice Calls
The goal of the lesson is to deliver a discussion about voicemail messages and interoffice calls. You can learn the whole telephone usage from here.
Key Topics:
- How to Use Voicemail Messages
- Benefits of Using Voice Mail in Your Business
- What Are Interoffice Calls
- Tips for Transferring Calls
- How to Place Callers on Hold
- Taking Messages
- How to End The Conversation
Module Seven: Methodology for Training Employees
The objective of this lesson is to explain the methodology for training employees in telephone etiquette.
Key Topics:
- Methods of Training Employees
- Group Training
- One-on-One Training
- Peer Training
- Job Shadowing
- How to Train Employees in Better Phone Skills