Course Content
Telephone Etiquette
0/37
Introduction
Process incoming and outgoing telephone calls
Demonstrate knowledge and understanding of telephone etiquette
Telephone Communication 
Dealing with non-disclosable information
Acknowledging callers and keeping them informed
Finding telephone numbers
Answering the telephone professionally
Standard telephone etiquette
Answering calls
Useful guidelines for answering the telephone
Using telephone phrases 
Ending Calls
Making calls
Leaving Messages 
Telephone body language
Dealing with abusive callers
Dealing with emergency situations
Making an emergency call
10 Steps to Phone Etiquette Excellence 
Make decisions about telephone practice and act accordingly
How To Make A Positive Impression On The Phone – Telephone Tips
Preparing to make outgoing calls
Assist a caller by asking questions to find the reason for the call
LAMA Questioning Technique
Taking messages
Being polite on the telephone
Create the right impression 
Use the customer’s language 
End calls professionally 
Dealing with calls quickly 
Disclosing information
Demonstrate the ability to learn from our actions and to adapt performance
Learning a new switchboard system
References and Further Reading
Course Revision Video
11:12
Assessment
Private: Telephone Etiquette
About Lesson

Process incoming and outgoing telephone calls 

The telephone sits unobtrusively on your desk but it can dominate you unless you tame it! To use your telephone effectively, you need to manage its use. Outward calls should be scheduled to suit your timetable and that of your respondent. Inward calls should be filtered, if possible, so that you are not interrupted in the middle of other work.
 
Once you are using the telephone you need to develop some procedures that ensure you get the most out of each call and that you do not waste time. Just because you can’t see the caller, it doesn’t mean you have the right to suspend the normal rules of politeness. Be helpful to the caller even if the subject of the call is not strictly speaking your field of responsibility. This means trying to find someone who can help now, or someone who can ring them back later. Don’t put the caller on hold and then leave them suspended there indefinitely.
 
 
 
Remember too that you give out subliminal signals by the tone of your voice, the clarity with which you speak, how fast you speak, the pitch of your voice. You should always devote your full attention to the call; mistakes and misunderstandings will arise if you are doing something else at the same time. Even if the call is a difficult or heated one, stay calm; try to be helpful and never slam the phone down.
Previous
Next
0% Complete