Course Content
Telephone Etiquette
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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

Telephone Etiquette

Introduction 

 
After completing this course, you will be able to use telephone etiquette when processing incoming and outgoing telephone calls, by successfully completing the following:
 
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