Course Content
Module One: Process Incoming and Outgoing Telephone Calls
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Introduction
Process incoming and outgoing telephone calls
Demonstrate knowledge and understanding of telephone etiquette
Acknowledging callers and keeping them informed
Finding telephone numbers
Answering the telephone professionally
Standard telephone etiquette
Telephone body language
Dealing with abusive callers
Dealing with emergency situations
Make decisions about telephone practice and act accordingly
Preparing to make outgoing calls
Assist a caller by asking questions to find the reason for the call
Taking messages
Being polite on the telephone
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
Telephone Etiquette
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