OHP 653 TELEPHONE ETIQUETTE FOR PUBLIC SERVANTS
OHP 653 TELEPHONE ETIQUETTE FOR PUBLIC SERVANTS
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An interactive 2-day course on telephone etiquette for better reputation and results
An interactive 2-day course on telephone etiquette for better reputation and results
We constantly makes telephone calls and receives them in the course of work. In fact, apart from email, telephone communication probably takes up approximately 70% of all communication on a given task.
As such, good telephone skills can help save time, maintain a good corporate image and contribute to maximizing the effectiveness and efficiency of your organization.
This program provides easy-to-use guidelines and strong basic skills to ensure that you will be able to handle telephone communication professionally and efficiently.
Objectives
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
Evaluate the impact of emotions and attitudes during telephone conversations
assess individual skills in handling telephone communication and managing callers
This Course Is For
This Course Is For
This course is for those who want to:
understand the importance of good telephone techniques, courtesies and best practices
understand the do’s and don’ts of telephone conversations, including language and tone
improve skills in handling telephone communication and managing callers
Outline
Outline
Module 1: Aspects of Phone Etiquette
Phrasing
Tone of Voice
Speaking Clearly
Listen to the Caller
Module 2: 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
Module 3: Eliminate Phone Distractions
Avoid Eating or Drinking
Minimize Multi-Tasking
Remove Office Distractions
Do Not Let Others Interrupt You
Module 4: Inbound Calls
Avoid Long Greeting Messages
Introduce Yourself
Focus on Their Needs
Be Patient
Module 5: Outbound Calls
Be Prepared
Identify Yourself and Your Company
Give Them the Reason for the Call
Keep Caller Information Private
Module 6: Handling Rude or Angry Callers
Stay Calm
Listen to Their Needs
Never Interrupt
Identify What You Can Do for Them
Module 7: Handling Interoffice Calls
Transferring Calls
Placing Callers on Hold
Taking Messages
End the Conversation
Module 8: Handling Voicemail Messages
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
Module 9: Methods of Training Employees
Group Training
One-on-One Training
Peer Training
Job Shadowing
Module 10: Correcting Poor Telephone Etiquette
Screening Calls
Employee Evaluations
Peer Monitoring
Customer Surveys
Wrapping Up
Q & A
Action Plan
If you'd like to learn more, choose the 'Buy This Course' button below and you'll be taken to the course enquiry page where you can WhatsApp us.
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